Delivering Customer Service Excellence


Member Price:  
1 day
Non-Member Price:  
Lunch Provided:  

DATE:   24.09.2019

LOCATION:   Albion House

TIME:   9:30

Course Overview

This course will give the delegate the skills, ability and techniques to ensure they consistently provide exceptional customer service. Customer Service is one of the most important functions within a business which when done correctly will ensure customers are retained.  The day is designed to enable delegates to learn the importance of looking after customers who are a key component to driving the success of a business. It helps build trust and confidence ensuring longer-term relationships.

Who is it for?

This course is aimed at anyone working in a customer service/support function or sales role who wishes to improve their customer relationship skills when dealing with both internal and external customers.

What You Will Learn:

  • Why customers matter and why they are so important
  • How to create the right impression
  • The art of communication, ensuring use of positive words, tone and body language
  • Building rapport through active listening and questioning
  • Finding out what the customer wants
  • Identifying the ‘internal customer’
  • Using assertiveness for effective dialogue
  • Dealing with aggression and how to remain calm under pressure
  • Maintaining positive and productive relationships with customers


At the end of the course delegates will be able to:

  • State what constitutes good and bad customer service
  • Structure an interaction with a customer to ensure they maintain control of the conversation and fully satisfy the customer needs
  • Identify ways of adding value to a customer interaction
  • Receive positive feedback by customers who enjoy being treated with respect and empathy
  • Enjoy greater job satisfaction as you maintain and develop a productive working relationship ensuring repeat business

Structure of the Day

09.30 – 10.45

  • Why customers matter
  • Interpreting ‘customer service’
  • Consistency in creating the right image
  • How others see us
  • Communicating effectively

11.00 – 12.30

  • Creating rapport
  • Ensuring ‘positive’ behaviour
  • Finding out what the customer requires
  • The listening process
  • Making the telephone work in your favour


13.00 – 14.30

  • Face-to-Face contact skills
  • Dealing with the difficult or complaining customer
  • Recognising the ‘internal customer’
  • ‘Selling’ the organisation by the correct attitude

14.45 – 16.00

  • Being assertive to be the most helpful
  • Creating an action plan
  • Open discussion


All course materials provided.

The Trainer

Steve Bracey first got involved with training when working as a senior manager for a national retailer.

It was his desire to progress his training skills that led him to set up his own consultancy marketing, preparing and presenting training courses and seminars for clients including various Chambers of Commerce as well as SME’s and multi-nationals.

Steve concentrates on topics requiring a proficient level of communication. This covers the numerous management disciplines, sales (in all its various forms), telephone techniques, time management and communication itself whether by the written word, telephone or face-to-face. Steve is a fellow of The Institute of Sales & Marketing Management.