Being well-trained in customer service means that you are better at building customer relationships using both emotional intelligence and a broad communication skill set.
People are more connected than ever, and that means they're constantly sharing their experiences, both positive and negative. When customer service is good, people remember. They tell their friends, they feel loyal to your brand, and they're more likely to use your services again.
If you want to provide excellent customer service that can also generate high customer loyalty, then this course will help you learn the tools and techniques to offer the exceptional service standard you expect.
Below is an overview of what will be covered in this course:
Importance of Customer Care
- Understanding customer care
- Why customer service matters
Create the Right Impression
- Promoting a quality image
- First impressions
- A memorable welcome
- Dealing with enquiries
Interpersonal Skills
- Demonstrating a positive attitude
- Making customers feel special
- Understanding customer personality types and traits using Insights Discovery
- Developing effective listening skills
- Body language
Dealing with Complaints
- Understanding the customer's real problem
- Caring about the problem
- Saying 'no' constructively
- Knowing when to take responsibility
Communicating Positively
- Establishing rapport
- Avoiding negative statements
- Powerful words and phrases
- Making the customer feel special
- Adapting your communication style to suit the customer
- Phone, online and in-person tools and techniques
The course runs from 9:30am through to 4:30pm.
This course can be conducted in-person, at our training centres or delivered online.
You will learn in a relaxed environment with a small group of people. A specialist tutor will guide and encourage you through all the learning necessary to develop your skills, and questions are always welcome.
Included with your course
We provide the following with online and training centre-delivered courses.
- Course notes
- Certificate of attendance
Online Delivery
A link to the online training platform will be sent before the course, simply click the link and follow the instructions.
- See Virtual / Remote training information for more details
- Contact us if you'd like to test the platform before the morning of the course
- You can be located anywhere in the world with an internet connection and your computer
Our Training Centres
For training courses run at one of our training centres we include.
- Free onsite parking
- Lunch and refreshments
- Notepad, pen and Polos
Our Norwich on-site parking (NR3 1UB) is free and situated 5 minutes walk along the river to our training centre at St James Mill. If you arrive by train it is about 20 minutes on the Riverside walk or a short taxi ride to get to us. View full directions for Norwich and all our other venues.
What is a customer service course?
A customer service course is designed to help individuals develop the skills and confidence to deliver outstanding service in any customer-facing role.
Whether communicating by phone, online, or in person, the course equips you with the tools to build positive relationships, handle enquiries and complaints professionally, and leave a lasting impression. It's ideal for anyone on the front line of customer interactions who wants to enhance customer satisfaction and loyalty.
What will you learn in a customer service course?
On this course, you’ll learn how to:
- Understand the importance of customer care and why it matters
- Create a positive first impression and handle enquiries professionally
- Develop strong interpersonal and listening skills
- Communicate effectively and build rapport with customers
- Manage complaints with empathy and confidence
- Use best practices across telephone, online, and face-to-face interactions
These practical skills will help you exceed customer expectations and represent your organisation with excellence.
What accreditations will I gain?
You will receive a certificate on completion of this course, indicating you are able to deliver and provide excellent customer service.
What are the benefits of learning a course at one of our training centres?
Some of the benefits of visiting one of our excellent training facilities include:
- A distraction-free learning environment
- Engage and learn more from your trainer and other participants
- Network with other attendees
- Structured schedule ensuring course completion in a set timeframe
