Delivering Effective Customer Service

Who Should Attend?
Anyone who interacts with customers on a regular basis either face to face or on the telephone and wants to learn new skills or refresh existing ones.

What will you achieve?
By the end of the workshop you will have explored the subject of customer service, identifying and practising many of the fundamental skills and behaviours that are needed to deliver to a consistently high standard.

Day 1 will focus on your personal impact with the customer, enabling you to have more positive interactions with them.

Day 2 will build on these skills, exploring how to choose the most effective behaviour to ensure you can handle more challenging customer interactions.


  • What is Customer Service?
    Consider the definition of customer service and who your customers are.
  • What do customers want?
    Exploring some of the key elements of good customer service and the importance of identifying and meeting customer expectations.
  • Creating positive lasting impressions
  • Effective communication
    The key elements of communication, and how to ensure that they work together to boost our effectiveness; questioning and listening, key skills for customer service professionals.
  • Building rapport
    Creating positive business relationships.
  • Choosing and using the right behaviours
    Exploring how behaviour breeds behaviour, the behaviour options open to us and how to choose the most effective behaviour for all customer interactions.
  • The power of assertive behaviour
    Understanding where assertive behaviour comes from and how to demonstrate it.
  • Dealing with Complaints
    Understanding the customer’s perspective, and using a simple and effective model for dealing with complaints.
  • Personal action planning
    Taking learning back into the workplace.


  • 2 days



  • £600 per delegate



Please CONTACT US for course dates and availability.

course_pic_01I highly recommend Gary and his team to any service professional seeking to improve their teams customer service excellence skills.
– Johnson Diversey



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