Group Companies
Customer Service Excellence

Duration: One Day
Who Should Attend?
A one-day workshop designed for anyone who interacts with internal or external customers, either face-to-face or by telephone.
Course Overview
This participative one-day workshop helps attendees understand the customer perspective, recognise how their behaviour and attitude impact service, and build essential customer service skills. Through a mix of small group discussions, skills practice, and trainer input, participants engage in a dynamic, hands-on learning experience with no pre-course work required.
Course Content
  • Defining effective customer care and its business impact
  • Building positive business image and reputation
  • Identifying customers and priorities
  • Personal responsibility for consistent quality service
  • Key skills for handling complaints and difficult situations
Learning Outcomes
  • Understand effective customer service and its business importance
  • Recognise how you influence organisational image and reputation
  • Understand the customer-behaviour relationship
  • Confidently handle customer interactions
  • Constructively manage complaints and difficult conversations
  • Understand customer motivation