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Course Objective:

Learn how to deliver excellent customer service and exceed customer expectations

Who is it for?

For customer-facing front-line and support staff, whose actions can have a significant impact on their company’s reputation and success.

What is it about?

The key principles, attitudes and skills essential for delivering an excellent customer experience, to gain, maintain and grow existing relationships.

What will I get out of it?

  • Knowledge of how to create a positively memorable service experience
  • Ways to manage customers’ expectations and where possible to exceed them
  • A recognition of the significance of good and bad service on customers’ loyalty, and your company’s reputation
  • The ability to turn around customer complaints and dissatisfaction
  • A framework for saying ‘no’ constructively, and giving ‘bad’ news

Customer Service Training – Course Content

  • What is Customer Service?

Define your understanding of customer service and what customer service beliefs and expectations are

  • Who Are Your Customers?

Identify who your customers are, and whether each is internal or external

  • Understanding Customer Needs and Expectations

Understand what’s important to the customer, their expectations & what you can offer them

  • Setting Standards of Customer Care

Know the standards set by your organisation for dealing with customers in a variety of settings. Decide how you exceed customers’ expectations


Understand what communication is, what barriers there are and how to overcome them. Know how to use active listening techniques effectively.

Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language and taking accurate messages.

  • Managing Conflict in Customer Situations

Acquire methods of dealing with challenging customers, identifying what causes conflict, preventing it and knowing how to respond appropriately.

  • Dealing With Challenges

Understand how to respond professionally and appropriately to a range difficult situations.

  • Dealing with Difficult People

Recognise when to use different methods to deal appropriately with difficult personalities

  • Easy Steps to Customer Problem Solving

Learn how to resolve customer problems using a seven step process.

  • Doing Your Part

Recognise how to develop and maintain relationships, understand communications styles and the impact of your own behaviour.


This is a fun and interactive one-day customer service training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff.


A lunchtime session was held with Simon who presented a ‘bite sized’ overview of Marketing on a Shoestring. The session was well received by all of those who attended, and the feedback was very positive.  Comments ranging from ‘Engaging’, ‘Good Quality Content’ and ‘Very Good Introduction to Marketing’.  A session that I would recommend to others and I know Simon has received some enquiries as a direct result of this session.

Marie Banks

I took particular interest in one of Simons seminars ” Marketing on a Shoestring” and he presented this to 40 of our clients at our South Yorkshire Business Centre. The feedback was fantastic with all attendees taking away very useful hints and tips for their business. I would have no hesitation in recommending Simon Shepherd @Client Marketing to any SME looking for training on sales & marketing.

Kevin Elliot

We recently commissioned Client Marketing to undertake 2 days of Sales training with 3 members of the team and the results have been outstanding. On the afternoon of the training one of the sales team converted a warm prospect into a new client that purchased a £15K website. The feedback from the team has been excellent and the results speak for themselves and the sales team are upbeat and visibly more relaxed when reviewing new opportunities. I have no hesitation in recommending Simon and Client Marketing to any business looking to increase the success rate of their sales tea and develop a sales process that works.

Andrew Firth

Simon delivered a fabulously interactive and fun training session. The staff were over the moon and have been implementing all the things they learned. We are absolutely delighted and are keen to get some more training for our other departments.

Karen Want

Get in touch

Client Marketing

Client Marketing Ltd
Croft Way
Sherburn In Elmet
North Yorkshire

0113 208 9849