Customer Service


This course will give participants the skills and confidence to deliver excellent customer service in their roles. Participants will learn the value of positive customer relationships, how to communicate well, and how to manage expectations. 

Topics include 
  • What Is Exceptional Customer Service? 
  • Why Customer Service Matters
  • Who Are Our Customers? 
  • Active Listening 
  • Expressing Empathy 
  • Going Above and Beyond 
  • Know the Product or Service
  • Creating Real Connections  
Delivery method 

Can be delivered face to face, online or blended either in person or virtually e.g.  Teams/Zoom. Learners will have access to our learning platform where they can refer to the materials, watch extra resources such as videos and interactive activities and access links to organisations, for those that want to take their learning further. 

A full day is recommended for staff with little or no previous experience. For those with prior knowledge, a half day is recommended as a condensed session with post course materials. 

Workshops combine presentation slides, interactive exercises, individual reflection and group discussion.