Customer Service Excellence

Course Aims:

Pleasing customers is crucial to the success of any business and this course is designed to equip front line staff with the essentials of providing exceptional customer service.

Course Objectives:

At the end of this course delegates will be able to:

  • Recognise the factors which contribute to exceptional customer service.
  • Identify and meet customer expectations.
  • Apply effective questioning and listening techniques.
  • Handle difficult situations.
  • Behave in a ‘customer focused’ manner.


  • 1 day/In house or consultant facilitated virtual course / online training session(s)

Course Contents:

  • What do customers really need/expect?
  • Achieving customer satisfaction ‘plus’
  • Making the difference
  • How do we communicate?
  • Essential communication skills
  • Building rapport
  • Listening and understanding
  • Gathering and passing on information
  • How we are judged
  • Positive thinking – positive behaviour
  • Influential body language
  • Customer focused behaviour
  • Aggressive, passive and assertive behaviour
  • Rights and responsibilities
  • Demonstrating confidence
  • Speaking without offending
  • Listening to others’ points of view
  • Calming people down
  • Dealing with complaints
  • Case studies and role play
  • Transferring learning back to the workplace


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