Delivering Excellent Customer Service

Delivering Excellent Customer Service

1 Day

This course is aimed at Receptionists, Help Desk, Front Line Customer Service and anyone in an organisation with customer contact.


This workshop is aimed at anyone with customer contact to become aware of the importance of both the internal and external customer. It will provide delegates with a disciplined, professional approach when dealing with customers.

Please note this is the standard course outline. For in-house training we can bespoke this course to your specific needs.

What will I learn?
Customer Care
  • - Why people do business with your organisation
  • - Needs versus wants
  • - The professional image and customer perceptions
  • - Understanding who are your most valuable customers
  • - Ingredients of positive customer care and their benefits
  • - Achieve a high standard of customer care for all customers
  • - Use questioning techniques, body language and listening skills to create a positive attitude
  • - Building a rapport quickly and making every enquiry count
  • - Causes of bad service
  • - Dealing with customer complaints and difficult customers
  • - Dealing with customers with 'special requirements' e.g. elderly, anxious etc
  • - Turning your most valuable customers into your most loyal
  • - Create opportunities for feedback
Telephone Techniques
  • - Advantages and disadvantages of using the telephone
  • - Golden rules on the telephone
  • - The absence of body language
  • - Incoming call structure
  • - The best way to transfer calls
  • - When to put callers on hold
  • - Taking messages accurately and deal positively with requests
  • - Take responsibility to ensure the caller's needs are met
  • - Making telephone calls
Presenting in different scenarios
  • - Effective questioning techniques
  • - The art of listening
  • - Positive phraseology
  • - Same words ... different meaning
  • - Solving customers' problems
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Creating the right learning programme for you
i-Cornerstones Learning and Performance Model

Our approach is to provide the skills and knowledge to increase productivity and achieve attitudinal and behavioural change, leading to long-term improved performance, increased employee engagement and retention.

Our i-Cornerstones Learning & Performance Model is a dynamic, flexible framework that outlines the TrainingU philosophy and key stage processes we work through to ensure we deliver the exact learning programme for your needs and within your budget.



How we deliver learning
Your Offices (in-house)
Your Offices

If you have a number of people in your organisation with the same training need, in-house training programmes are an ideal, collaborative learning solution.

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Our Training Venues
Our Training

Ideal for single/few staff member(s) that need development in a certain area. Sharing ideas and experiences with people from other organisations can be a huge benefit.

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Virtual Learning

Enabling staff to join live classroom training via web conferences. Ideal for organisations with multiple offices or where staff are geographically spread.

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Sprint Learning

High impact 90-minute training sessions delivered either face-to-face or virtually in targeted subjects, to boost performance whilst reducing your staff time out of the business.

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Managed Learning Services
Learning Services

As an extension to your in-house L&D team, we will look after all the planning and organisation of your staff training needs, from assessment of needs through to delivery and evaluation.

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Our commitment to quality

We are an accredited training provider with the Learning and Performance Institute which gives you the assurance that we conform to a professional Code of Practice.

Learning and Performance Institute
Contact Us

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the best course for you, please call us on

0333 344 6630

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