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Customer Service Training

Course Aim

This one-day customer service training provides an opportunity for the participant to develop his or her knowledge, skills and competence in customer service, delight the customer, and improve the customer experience.

Course Objectives

At the end of the one-day training, the participant will be able to:

  • Explain the concepts and principles of customer service excellence
  • List key steps in positive and friendly customer service attitude
  • Describe components of effective verbal and written communication with internal and external customers
  • Adapt own behaviour to make a good customer service impression
  • Work in a customer-friendly way to handle and solve customer problems
  • Produce a development action plan for continuing development

Course Content

  • Aim and learning outcomes
  • Context and concepts of customer service excellence
  • Customer service principles and policy
  • Models of customer service
  • Customer service standards and benchmarking
  • Methods of identifying customer requirements and expectations
  • Employees and managers responsibilities for customer service
  • Communication process and personal effectiveness
  • Handling and managing customer requests and 
  • Monitoring service standards and improving customer experience
  • Summary and action planning
  • Course evaluation
  • Course Attendance Certificate

Duration and Time

1 day course, 9.30am - 4.30pm

Who can benefit from this training?

Anyone who needs to develop practical knowledge, skills, styles, strategies, and techniques to improve the customer experience.

Training Methods

The training course takes a blended learning approach and the training methods reflect all learning styles. There are interactive learning activities, quiz, presentations, self-assessment questionnaire, individual and group-work, facilitation, and discussions.

Mode of delivery

This course is delivered (1) in-house; (2) training venue; (3) Virtual training room

Contact us
  • Get in touch

  • Address
  • St John's Innovation Centre, Cowley Road, Cambridge CB4 OWS, England United Kingdom

  • Email

  • Phone
  • +44 (0) 1223 655 671