february, 2020

This is a repeating course

2020fri21feb9:15 am4:30 pmEvent OverCustomer Service TrainingFor anyone in a Customer service role, Front Line, Supervisory or line Management9:15 am - 4:30 pm Birmingham, Queensway, McLaren Building 46 The Priory, Queensway Birmingham B4 7LR Training Course Price : 350

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1-Day Customer Service Training

Tickets are not available for sale any more for this course!

Training Course Price


Training Course Detials


Full details of modules and topics covered in this one-day course


This is a one-day training course structured into 10 modules


Is our new one-day Customer Service course up there with the best?

We know it is!

Prepare yourself for a great, interactive and informative day where you will be given a thorough understanding of great customer service, and the skills and proven techniques to really excel in what you do.

As with all our courses, there’s lots of interactivity, with questions, exercises, and discussion points.

What’s more, you get a workbook for your notes as you go along, and which you keep so you can refer back to it after the course.


This course has been designed to suit anyone in a customer service role – either in the front line or in a supervisory or line management position.


Please note, this is a new course, with more interactivity, more content and a completely revised and updated agenda.

We’re sure you’ll love it!


It’s not just about sales, is it?

The way you deal with your customers when they have a problem speaks volumes about you – and the way they will think of you.

In this hands-on, interactive course, we take you through all you need to know to understand what it’s all about, and how to do a great job.

After the course, you’ll return to you job empowered to be more successful, productive – and happier too!


At the end of the day, delegates will be able to:

  • Appreciate what Customer Service is, and why it is important
  • Understand the change nature of customer expectations and how to meet them
  • Learn how to solve the three main types of customer problems
  • Deal confidently and assertively with difficult people
  • Use communication skills effectively and overcome barriers
  • Understand which personal skills will help you in your role
  • See how exceptional customer service is based on six areas
  • Know how great customer service benefits everybody involved
MODULE 1:  Introduction and Course Overview
Topics covered:
  • Learning Objectives
  • About the Course
MODULE 2:  The Importance of Customer Service
Learning outcomes:
Understand what Customer Service is and why it’s important to your role within your organisation
Topics covered:
  • What is Customer Service?
  • Who Are Your Customers?
  • Customer Needs versus Wants
  • What’s In It For Me? (WIIFM)
MODULE 3:  Understanding Customer Expectations
Learning outcomes:
Learn how customer expectations are changing in the modern world, and how best to meet them
Topics covered:
  • Do Not Go Too Far!
  • Types of Expectations
  • Meeting Expectations
  • The Value of Exceeding Expectations
  • How Do You Exceed Expectations?
MODULE 4:  Solving Customer Problems
Learning outcomes:
See how to solve the very different problems associated with questions, complaints and conflict
Topics covered:
  • Handling Complaints
  • Resolving Conflict
  • Answering Questions
  • Questions, Complaints and Conflict
  • The 5 Stages of Solving Customer Problems
MODULE 5 Turning Customers Around
Learning outcomes:
Understand how to respond professionally and appropriately to a range difficult situations
Topics covered:
  • Dealing with Angry Customers
  • Dealing with Difficult Customers
  • Dealing with Unprofitable Customers
  • Dealing with Customer Feedback
  • Turning a Problem Into a Solution
MODULE 6 Communication Skills for Great Customer Service
Learning outcomes:
Be aware of the importance of communication and learn how to communicate with your customers in a more positive way
Topics covered:
  • Listening Quiz
  • About Communication
  • Questioning Skills
  • Active Listening
MODULE 7:  Personal Skills for Great Customer Service
Learning outcomes:
Learn how you can be more positive in your role by acquiring and developing personal skills
Topics covered:
  • The Likeability Factor: How Can You Be More Likeable?
  • Managing Stress
  • Time Management
  • Assertiveness
  • Positive Mental Attitude
MODULE 8 The Structure of Customer Service Excellence
Learning outcomes:
Learn about the six pillars of great customer service, moments of truth and setting effective personal goals
Topics covered:
  • The Six Pillars of Customer Service Excellence
  • Moments of Truth and Delivering Excellence
  • Adopting Personal Service Standards
MODULE 9:  Keeping Your Customers
Learning outcomes:
Understand how great customer service benefits everyone and see how to increase loyalty by tapping into the right emotions
Topics covered:
  • The Benefits of Customer Retention
  • Customer Benefits
  • The Four Levels of Customer Loyalty
  • The Emotional Needs that Drive Customer Loyalty
  • Are You Ready to Inspire Your Customers?
MODULE 10:  Your Personal Action Plan
Topics covered:
  • Set up your plan of action for the future


friday 21 february 2020 9:15 AM - friday 21 february 2020 4:30 PM


Birmingham, Queensway

McLaren Building 46 The Priory, Queensway Birmingham B4 7LR

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