Developing Customer Handling Skills

Course Aims:

This course is designed to support customer service staff by establishing a customer service approach, including a service ethos, standards and customer handling skills.

Course Objectives:

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

  • Understand and apply the customer service approach, service ethos and standards for customer handling.
  • Apply practical techniques to immediately improve the way they deal with customers
  • Use effective coping strategies to deal with difficult customers and complaints.
  • Have greater influence over others and understand how to say ‘No’.


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

Course Contents:

  • Name game, What did you notice?
  • Units of recognition
  • Service Aim and Values/Behaviours
  • Verbal, Vocal and Visual
  • The Greeting (First impressions)
  • Placing “on Hold”
  • The Farewell (Last impressions)
  • The power of behaviour
  • Mindset management
  • Introduction to Transactional Analysis (Parent, Adult and Child Behaviours)
  • Understanding confidence levels (Emotional intelligence)
  • Aims and strategies
  • Transferring learning back to the workplace


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