Every interaction with a customer is an opportunity to build trust and strengthen your organisation’s reputation. This half-day course helps professionals improve their customer service approach across all channels, in person, over the phone, and via email.

Designed for anyone who works directly with internal or external customers, this interactive session explores how small changes in communication, tone, and attitude can make a lasting difference. Participants will learn how to manage difficult situations professionally while maintaining confidence, empathy, and composure.

Key Learning

• Understand what great customer service looks like
• Recognise and meet customer needs and expectations
• Communicate effectively across different channels
• Handle complaints and challenges confidently
• Build lasting customer relationships through empathy and professionalism
• Represent your organisation positively in every interaction

Delivering excellent customer service isn’t just about solving problems — it’s about creating positive, consistent experiences that make customers feel valued and respected. Customer Service Skills is a practical half-day course that helps professionals enhance their communication, listening, and relationship-building skills to deliver outstanding service across all customer touchpoints.

Through guided discussion and real-life examples, participants will explore the fundamentals of customer service — from identifying customer needs to understanding expectations and delivering professional, solution-focused responses. The course examines how communication style, tone of voice, and body language influence customer perceptions, whether interactions take place face-to-face, by phone, or online.

Delegates will also learn how to manage complaints or difficult conversations constructively, turning negative experiences into opportunities for improvement. Emphasis is placed on empathy, active listening, and accountability — qualities that ensure every customer feels heard and supported.

Participants will leave with practical strategies for improving response times, managing challenging interactions, and building stronger, more trusted relationships. These skills not only enhance customer satisfaction but also contribute to team morale and long-term organisational success.

This course aligns with best practice principles outlined by the Institute of Customer Service and supports anyone looking to raise standards, strengthen communication, and promote a positive customer culture within their workplace.

Open course per person           £97
In-house for up to 6 people     £343
In-house for up to 12 people   £365