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Max number of delegates:  12                     

Duration: 1 Day

Length of certification:  3 Years        

Accreditation:  Certificated

Who should attend?

This course is designed for any employees that are required to interact with customers and colleagues whilst carrying out their duties to provide a first-class customer experience.


To provide delegates with a thorough understanding of how to provide excellent customer service to external customers and colleagues within their organisation.

Attendees will achieve a clear understanding of how various factors can influence the customer journey and internal relationships.


  • Describe how beliefs and respect can drive behaviour
  • Make the link between internal and external customers
  • List the benefits of customer service excellence
  • Understand the customer journey
  • Explain the difference between responding and reacting to a customer
  • Differentiate between passive, aggressive and assertive behaviour
  • Use communication skills to deliver customer service excellence
  • Common causes of customer complaints
  • How to deal with complaints
  • Recognise a structured approach to phone calls and email communications
  • Maximising customer engagement
  • Time management
  • Recognise the change process and employ practical tips to develop their own performance

Training Methods

A high proportion of classroom-based tutorials concluding with role play based training and assessments.


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