Customer Service Skills


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This Customer Service training course will give participants versatile, customer care skills to enable them to deliver excellence in any client-facing role. Our training style focuses on building confidence through practical learning. This is an interactive workshop, covering a wide range of customer care skills including communication, understanding customers, building loyalty and handling difficult situations professionally.


What are The Benefits of this Customer Service Training Course?

  • Customer Service Excellence

    During this course, we teach the definition and importance of consistently providing Customer Service Excellence.

  • Confidence in dealing with customers

    Through a blend of practical and theoretical learning, we will help you to develop your confidence in dealing with any customer care situation successfully.

  • Problem Solving Skills

    Challenging situations in Customer Service are inevitable. Our Customer Service training covers techniques for handling these situations with ease.

  • Practical, Usable Customer Service Skills

    Our Customer Service Courses are designed to give you a skill set that benefits your everyday work. At the end of each workshop, you will have techniques that you can put into action immediately.


What is covered on this Customer Service Training Course?

The Role of a Customer Care Professional

The importance of customer service in any organisation
The role and responsibilities of a customer care representative

Delivering Customer Service Excellence

The benefits of creating a positive, professional image
Creating adaptable customer care skills

Understanding Your Customers

Viewing the situation from your customer’s perspective: their needs and motivation
Managing expectations

Communication Skills

The essential customer care communication skills:
The importance of clarity and a professional tone

Handling Difficult Situations

Handling challenging customer care situations in a professional manner
Turning complaints into opportunities


For who:

    • This course is for anyone who interacts with customers either by phoneemail or face to face.
    • Core customer service skills are the same in every sector. Therefore, the versatile skills we teach during this course are suitable for participants from every industry.
    • It’s important for managers to understand the challenges faced by their team. Understanding and possessing essential customer service skills will help any manager improve their team’s performance.

The course kit includes:

  • Learner’s handbook and trainer’s guide
  • Powerpoint slides
  • Activities and exercises
  • Quizzes with solutions
  • Videos
  • eLearning files
  • Additional resources

The eLearning Version

The e-learning course materials are intended for use by people that want to make e-learning an additional part of their learning and development offering.

The e-learning is very flexible and can be added to an organisation’s intranet or learning management system, ready to be used by their employees. The benefits are huge, and you only ever pay once for the package making it extremely cost effective.