Customer Service Course

Customer Service Course

Maximum Delegates 8 Two Trainers per Course Money Back Guarantee

Get the magic customer service touch and create positive customer experiences

This customer service course is for anyone who has contact with customers, whether face to face, over the phone or electronically.

It is designed to help you manage your own feelings and behaviour while looking after your customers.

It will build your confidence and enable you to create positive customer experiences, manage customer expectations, handle difficult customers and make the most of every customer contact.

You'll gain the skills you need to develop customer loyalty and we'll teach you how to take care of yourself and feel confident in any customer situation.

We believe this is one of the best and most effective customer service courses in the UK!

Course Objectives:customer service course - CPD Accredited

  • Defining Good Customer Service
  • Finding the "Human Moment"
  • Gaining Confidence
  • Delivering a Positive Experience
  • Advanced Listening and Responding
  • Building Customer Loyalty
  • Personalising Customer Relationships
  • Difficult, Rude or Indifferent Customers
  • Using Empathy to Manage Complaints
  • Make the Customer’s View Work for You
  • Caring for Yourself

What are Delegates Say:

NHS Brent - Customer Service Training Course

“This has to be the best customer services training I have ever attended. The course was made fun and I felt comfortable enough to participate and enjoyed it. I thought it would have been boring, but the scenarios and role play implemented the learning process.”

The Village Vet Group - Customer Service Course

Excellent course! It was structured to include all the attendees but also to give each one of us individual and constructive feedback. I came away with positive suggestions which I am endeavouring to apply to both my work and personal life."
Charlotte Arimatsu - Head Nurse - The Village Vet Group

Course Contents

Unlike off-the-peg customer service training courses, this course is tailored, on the day, to reflect the needs of each delegate.

We will include many of the exercises listed below, and any additional material that the trainers feel is relevant.

Delegate Input

We will ask why you have come and what you specifically want from the day.


Here we will look specifically at some of the problems front line customer service staff encounter.

We'll talk about what kinds of difficult and tricky customers you have to deal with, what the pitfalls of doing so are and where you get wrong-footed.

Good Customer Service

First, we need to define what good customer service is:

How do you feel when it's good?

How do you feel when it's bad?


Here we look at what gets to you.

Which behaviours, demands and communications by customers are the most upsetting, frustrating and difficult to deal with? 

What would you like to say?

When frustrations are triggered, lots of thoughts fly through the mind but are rarely vocalised.

This is an opportunity for delegates to vent their frustrations in a safe and supportive atmosphere.

Understanding Customers

SCARF model of social interaction

We look at David Rock’s model of how people behave when they feel threatened or face loss.

When you understand these hard-wired reactions and behaviours, you find it easier to look after your customers.


You'll work on letting the customer feel heard while setting your own clear boundaries.

Once people feel heard they are more open to hearing difficult or uncomfortable messages.

It also demonstrates how powerful body language is, even on the phone.

Emotion vs. Objectivity

So what you're saying is...

An exercise in pairs to help you calm down an over-emotional customer without getting drawn in.

We will create a typical customer conflict scenario that ends up heated, with each person trying to convince the other that his or her point of view is the right one.

We then replay it with one being an objective observer able to reflect back to the customer what they think is going on.

Typical Scenarios

We look at some scenarios you've encountered in the past as well as any live scenarios you want to look at.

The trainers play out the scenes and use Forum Theatre to get everyone involved in identifying options and replaying the scenarios based on suggestions.

Moments of Truth

This section is based on Jan Carlzon’s technique to identify moments of truth.

He said that every organisation has moments in their interactions with customers that can make or break the customer experience.

By identifying what happens in your organisation, you'll be able to look at what safeguards you could put in place right away.

Customer Service Cycle

The customer service cycle is a very simple way of looking at the whole customer interaction: 

Friendly greeting
Get agreement for the next step
Can do

What’s the Payoff?

Small group discussion of what it feels like to delight a customer and how that impacts on their day and their role. 

Defusing Phrases

Here we will introduce some of the phrases we have collected over the years that help defuse tricky situations.

We will also ask you if you have any favourite phrases that you know work.

At the end of the training programme, we will collate these in a booklet and distribute them to everyone.

Head and Heart

You'll look at the differences between solving someone’s problem from their head, their heart or a combination of both.

Understanding the difference helps you chose your response.

How Do I Let Go?

It can be really hard to let go of all the feelings, frustrations and residue of a difficult experience.

Feelings: we have a brief in your head exercise that demonstrates how powerful feelings can be, even when they aren't verbally expressed.

We also look at how our feelings influence our assumptions, where we make things up and then act as though what we made up is true.

Here is an opportunity for the whole group to brainstorm different techniques and tools they know work to deal with their own angry, upset or frustrated feelings.

What Works For Me

First working individually and then in small groups, you'll identify what will work for you personally.

What you could replace that doesn’t work for you.

And any rules you could follow that would help you love your customer.

You'll discuss your commitment to doing things differently in the weeks ahead.

We will give out Impact Factory documents to support the course.

You'll get copies relevant handouts to remind you of the coursework.

Ongoing Support

Two weeks after the course one of your trainers will call to see how you are getting on.

You will have email and telephone access to both of your trainers.

You'll also have access to a course web page containing

  • Handouts used during the course
  • New supportive material
  • Impact Factory PDF documents
  • Recommended reading
  • Links to our favourite videos

Customer Service Course

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Book this course

Date: 03 Jun 2019
Cost: £450 + VAT
Places available: 4
Date: 06 Aug 2019
Cost: £450 + VAT
Places available: 6
Date: 03 Oct 2019
Cost: £450 + VAT
Places available: 8
Early bird price: £360 + VAT

FreePhoneFreephone: 0808 1234 909

The Customer Service - Impact Factory team:

Attend this Customer Service Course risk-free

We are so confident in our trainers and the quality of our Customer Service Course that we guarantee it will make an impact.

If you attend this training and believe you have not benefited, let us know and we can arrange a refund or a free placement on a more suitable course.#

terms and conditions

Training Course Accreditation

Communication Skills Trainer Accreditation

To ensure that the courses you attend are of the highest quality, offering the best professional tuition possible,
all our Open Courses are evaluated and accredited.

This accredited course is suitable for corporate and public sector Continuing Professional Development Plans and Portfolios.

Read about trainer accreditation

Impact Factory Brochures

communication skills training brochure


There is a 20% discount on all Early Bird and Late Bookings. The course must be paid for at the time of booking.

(Discount not available if you wish to pay by Invoice)