Customer Service Training – Critical Elements

Course Contents

Course Contents

Course Duration

2 days


This two day workshop aims to bring the participants on a journey.  The participants look at many aspects of customer service and how they may take the best from them.   It offers a toolkit to give the participants a methodology to work with and also explores our own attitudes to customer support and the outcomes – good or bad, of providing various levels of service.   The workshop will look to build participant confidence when dealing with difficult customers in order that both the participant and customer see this as a positive experience.

Target Audience

All members of staff who deal with others.


This course assumes no prior training within this subject.

Course Contents

  • Introduction and Course Overview
  • What is Customer Service?
  • Who Are Your Customers?
  • Meeting Expectations
  • Presenting Yourself Properly
  • Setting Goals and Targets
  • Standards
  • Communication
  • Telephone Techniques
  • Managing the Talkative Caller
  • Dealing with Difficult Callers
  • Dealing with Challenges
  • Increasing Your Assertiveness
  • Dealing with Difficult People
  • Dealing with Conflict
  • The Problem Solving Process
  • Seven Steps to Customer Problem Solving
  • The Recovery Process
  • Eliminating Customer Service Problems
  • Service PRIDE is a Team Effort
  • Doing Your Part
  • Dealing with Stress
  • Workshop Wrap-Up

Course Objectives

At the completion of this course participants will be able to:

  • Recognise that service delivery is an individual response value
  • Understand how an individual’s behaviour impacts the behaviour of others
  • Develop more confidence and skill as a problem-solver
  • Communicate more assertively and effectively
  • Make customer service a team approach
  • Recognise the skills and attitudes required for great customer care
  • Develop a personal action plan to provide enhanced levels of customer care provided

Course Bookings and Full Course Outline

To book your course, discuss arrangements or get further information call us now on 020 3489 6734 or complete our quick Enquiry Form and we will contact you.

You can also view and print the full course outline including detailed course contents.

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