Introduction To Customer Service Course - Learn Now

Overview
Course Outline
Scheduled Dates

Course Overview

Customer Service is an important part of developing and maintaining client relationships, key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels. It is primarily customer facing staff that will form customers' perceptions of the company as a whole.

A positive interaction with a trained customer service representative can mean the difference between losing or retaining a customer. This course will equip frontline customer service staff with the skills they need to create positive experiences every time, ensuring your customers come back time after time.

The course provides plenty of opportunity to put learning into practice through role plays and other activities. By the end of the course, delegates will have improved their communication skills and confidence in dealing effectively with a wide range of different customer types and situations including the challenging area of complaint resolution.

Objective:

By the end of this interactive training programme, you will be able to:

Understand the basics of customer service
Communicate effectively with existing and prospective customers
Create a positive customer experience
Improve and maintain high standards of Customer Service
Deliver effective and efficient customer service
Identify and resolve customer complaints

Course Outline

Day 1: The Foundations of Customer Service

What is customer service?
Understanding customer expectations
Defining great customer service
The importance of quality in customer service
The cost of poor customer service
Benefits and outcomes of delivering excellent customer service
The evolution of customer trends and their impact on service delivery

Day 2: Making a Positive First Impression

Creating lasting positive first impressions
PEAK performance: Personal appearance, environment, attitude, knowledge
The power of acknowledgment and greeting
Showing courtesy and respect in every interaction
Demonstrating professionalism from the first point of contact

Day 3: Communicating Effectively with Customers

The 3 Vs of communication: Verbal, Vocal, and Visual
Choosing words that enhance customer interactions
Tone of voice and its role in communication
Non-verbal communication: body language, appearance, and actions
Developing effective questioning and active listening skills
Building rapport with different customer types
Identifying customer needs and personalising the experience
Showing customers they are valued
Maintaining and strengthening client relationships

Day 4: Handling Telephone Interactions and Overcoming Objections

Understanding the differences in telephone and face-to-face communication
The 5 stages of a successful telephone call: Open, Establish, Explore, Agree, Close
Best practices in telephone etiquette: greetings, tone, and personalisation
Managing hold, mute, and transfer procedures
Techniques for avoiding interruptions and dead air
Identifying and handling customer objections
Common reasons for objections and addressing them effectively
Differentiating between real objections and other concerns
Applying objection-handling techniques to find suitable solutions

Day 5: Resolving Complaints and Ensuring Customer Satisfaction

Understanding why customers complain
Determining the root causes of complaints
The difference between sympathy and empathy
The role of empathy in handling difficult and upset customers
Taking ownership of customer complaints and providing reassurance
Delivering First Call Resolution (FCR)
Following up to ensure customer satisfaction and loyalty
Reinforcing a service culture focused on continuous improvement

Schedule & Fees

3 For 2Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

Select Month

All
October
December

Location

All
Amsterdam
London
Zurich

Amsterdam

$5,300

Duration: 5 Days

date: 20 - 24 Oct 2025

London

$5,300

Duration: 5 Days

date: 27 - 31 Oct 2025

Zurich

$5,600

Duration: 5 Days

date: 15 - 19 Dec 2025

Customer Experience and Relationship Management

Customer Service Essentials

Duration:5 Days

date:20 - 24 Oct 2025

Amsterdam

$5,300

CPD Standards

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

100000+ Members in
59+ Countries with
3000+ Chapters

Why Choose London Training For Excellence?

Reliability

We will never cancel a confirmed booking
Support

We offer around the clock support
Tailored

We customise our courses to suit your personal learning needs
Quality

Our courses are delivered by highly experienced industry experts
Recognition

All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

Get In Touch Today