Customer Service

This one-day course explores key elements of customer service and its importance to the overall customer experience and to the organisation in respect of its reputation, wider community benefit and long-term survival.

Course Aims

  • Identify why customer service is so imperative to your organisation's mission
  • Establish key principles 
  • Recognise the need for a service culture
  • Differentiate between customer service and the 'customer experience'

Course Objectives

  • Establish who your customers are plus key elements of good communication
  • Consider why you should maintain personal and professional boundaries
  • Consider the implications (negative impact) of poor customer service
  • Discuss ways to manage common customer service situations 

Course Programme

  • Introductions and housekeeping
  • Hopes & Anxieties
  • Vision, Mission, Values, Strapline
  • Who are your customers?
  • What is Customer Service?
  • Communication with the customer
            Building Rapport
            Body Language & Comfort Zones 
            Words & Language
            Questioning Style
            Active Listening 
            Empathy
            Dealing with aggression
  • Personal & Professional Boundaries
  • Personal Impact
  • Scenarios

Course Duration

Up to 6.25 hours (i.e. 10am to 4:15 pm)
Including breaks and 40 minutes for lunch


This course is suitable for

  • In-house 'face to face' training
  • On-line training 'Live' (using Zoom)
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Online training 'Live' (using Zoom)

Our Online training is adjusted to reflect distance working and includes an online etiquette to ensure a smoother learning experience for all participants.   Day courses can also be run as two half days if you prefer.  For details, see our Service Delivery page.

Personal 5a
Personal 5b

Course Fees

Type of delivery
half day
full day
per place 
face to face training
-
£700
-
online training (live)
-
£700
-
Training costs include:  
Course delivery, training materials, handouts, evaluations and certificates up to 14 participants
Travel & Overnight costs
Travel costs may apply for any booking over 80 miles charged at 45p per mile or actual costs of alternative methods of travel.  Overnight costs are based on individual hotel bookings and reasonable subsistence costs dependent on location conditions, applicable at the time.
Very worthwhile and enriching course.  I'll definitely use the content to change certain elements of the way we work and to reinforce some of my future plans
            - Charity Manager
Came away from the training with such a positive experience.  I just hope I can implement what I have learnt into our organisation 
           - Charity Manager
 Fantastic.  Really enjoyed the course and would like to work with you regarding our manager's training

- Head of Retail 

Our trainers come from a variety of backgrounds, therefore we can facilitate courses beyond our current prospectus.

For all enquiries, do please call us on:  01483 564099 or 07866 284781

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