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

  • Welcomes 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
            Dealing with complaints / aggression
  • Personal & Professional Boundaries
  • Personal Impact
  • Scenarios

Course Duration

Up to 6.25 hours (i.e. 10am to 4:15 pm)
Including breaks and 45 minutes for lunch


This course is suitable for

  • In-house 'face to face' training
  • In-house online training ('Live' using Zoom)

Mystery Shopping Service

We also offer a Mystery Shopping Service to support this course.  This is a great way to get independent feedback about the quality of your customer service and the overall customer experience in your shops, helping you to address issues affecting customer satisafaction / repeat custom. 

Mystery Shopping  Service

Up to 3 Shops

Independent mystery shopper evaluation and report including any objectives you may have


(plus travel costs)

Price based on location and geographical area, easily completed in one day  (including travel time).  For larger number of shops and / or geographical area, POA

Retail 4b
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Course Fees


half day
full day
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.
Good balance of trainer imparting knowledge and group discussion.  A lot of content covered in the time given

- Head of Retail

 Fantastic.  Really enjoyed the course and would like to work with you regarding our manager's training

- Head of Retail 

It was really refreshing to have a trainer that understands our business

- Area Manager

Thank you for giving me the confidence to now go and do my job

- Shop Manager

Thank you so much - the day just flew by.  Good pace and excellent use of humour 

- Shop Manager

The trainer was very engaging, good use of humour, a people person and loads of energy throughout the day

- Course participant

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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