Customer Care Training

Improve customer satisfaction and grow your business

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5 star customer service training

Customer Service Training

Raise levels of customer care with this practical training programme.

An interactive customer service training course to develop and fine-tune customer service skills, with half-day or one-day training options available.

This course is ideal for anyone seeking training in customer service and customer care. The majority of participants attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviours.

We are also experienced at providing bespoke training courses in customer services, as well as longer term programmes to meet specific organisation goals and service standards.

Our customer service training is always aligned to the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email.

See course outline

This training is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

Course objectives

By the end of this one-day customer service training course, the participants will have:

  • Adopted a consistent, professional style when speaking with customers
  • Developed skills in engaging with customers and handling their enquiries effectively
  • Listened effectively, asked questions and summarised to respond fully to a customer request
  • Identified ways they can add value to customer relationships and exceed expectations
  • Practised how to turn customer service disappointment into a positive experience

See course outline

Defining customer service

  • What does great service look like and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes
  • Individual and group exercises, facilitated group discussion

Handling customer enquiries

  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice
  • Demonstration, facilitated group review, pairs exercise with group review

Establishing customer needs and responding to requests

  • Questioning
  • Active listening – including taking notes
  • Summarising
  • Practical exercises in pairs and trios with group discussion

Handling work based customer requests

  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Group discussion, short practice sessions in pairs with feedback

Service recovery

  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue
  • Group discussion, presentation, exercise with group review

Complaint handling practice

  • Practise brief
  • Practise sessions
  • Complaint handling practice sessions with feedback, group review

Building customer relationships

  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations
  • Following up
  • Presentation, revolving flipchart exercise in small groups, group review

Applying the learning and next steps

  • Review of learning and action planning
  • Course feedback

The customer service training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading covering customer care
  • A colour printed workbook with customer service tips, techniques and space for personal notes

Check pricing

Standard UK course pricing - customer service

The pricing below is for delivering the customer service training course on a weekday, for the specified number of participants. Prices exclude travel expenses and optional workbook printing. We supply a free PDF for our client to print the training materials.

Half-day course…
  • 3-4 participants £625 +VAT
  • 5-6 participants £650 +VAT
  • 7-12 participants £695 +VAT
One-day course…
  • 3-4 participants £895 +VAT
  • 5-6 participants £950 +VAT
  • 7-12 participants £995 +VAT
2 x Half-day courses…

Run on the same weekday.

  • 6 participants £950 +VAT
  • 7-12 participants £995 +VAT
  • 13-24 participants £1095 +VAT
Type of course: In-house

Our customer service training is run at the business premises of our client, on an agreed date. The minimum number of course participants is 3, read why.

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What's included

Our prices already include some tailoring of the course to your business needs, as standard. For example, we will embed your own work-based scenarios into the training, at no additional cost. Alternatively, to discuss a fully bespoke course…

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Discount pricing

Some additional discounts are available for not-for-profit organisations, the NHS and Public Sector, as well as registered charities…

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In-House Training Locations

We deliver in-house customer service training for companies right across the UK and have local trainers covering the following areas:

  • London and the South East
  • The Thames Valley – including Slough, Maidenhead, Oxford and Swindon
  • Cambridge
  • Norwich and East Anglia
  • Leeds and Bradford
  • Manchester and the North West
  • Southampton and Bournemouth
  • Birmingham and the Midlands
  • Nottingham
  • Bristol
  • Cardiff and South Wales
  • Exeter and the South West
  • Newcastle
  • Glasgow and Edinburgh, Scotland

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Testimonials from previous attendees

CONTACT US TODAY

Complete our contact form and we’ll be in touch shortly, or phone between 9:00 and 17:00 Monday to Friday.

If you prefer, you can email us your enquiry.

Minimum No. of Course Participants is 3, read why

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