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Moving from Average to Excellent Customer Service

Hemsley Fraser
Course summary
1 day
669 GBP excl. VAT
Open / Scheduled
Next available date: 15/05/2020 - London
Course Dates

Moving from Average to Excellent Customer Service

This intensive one-day Going The Extra Mile: Achieving Excellence in Customer Service course gives participants the skills to deliver consistently excellent customer service at every customer 'touchpoint'. It will also enable participants to handle difficult situations and achieve increased customer satisfaction and loyalty.

This comprehensive training course focuses on the key actions that lead to true excellence in customer service. The best way to gain skills in handling customers is practice, so you will be encouraged to use real life examples from your experiences on the job to see how you can improve the quality of customer service you provide. You will leave the course with notes and templates to help you assess your behaviour when working with customers.

These days, companies that are able to offer differentiated, reliable and customer-friendly service have a distinct advantage. This is because customers today no longer need to choose between speed, quality or price - they expect all three. Get equipped to offer the level of service they expect

Suitability - Who should attend?

The focus of this Going The Extra Mile: Achieving Excellence in Customer Service course is suitable for those with some experience in a customer service role (whether with internal or external customers) who are looking to develop their skills further.

Outcome / Qualification etc.

You will accrue 7 Continuous Professional Development (CPD) points.

Training Course Content

What is a Differentiated Customer Experience?  

  • Internal and external customer service, and customer service teams
  • Your impact on the customer experience
  • Projecting a 'brand' image

Meeting Customer Expectations

  • Understanding customers' needs and expectations
  • Why do customers complain?
  • Barriers to effective communication

Communicating Positively with Customers  

  • The impact of poor listening and questioning 
  •  Using information effectively
  • Giving 'bad news' and saying 'no' constructively

Turning Complaints Into Opportunities  

  • Defusing a difficult situation
  • Demonstrating empathy - exploring options and alternatives
  • Balanced behaviour responses

Ensuring Consistent Quality Service  

  • Acting on feedback from customers
  • How to influence customer loyalty
  • Improving the brand experience


The cost of this course is £669 + VAT per delegate.

Multiple booking discounts are available.

In-house Training

Hemsley Fraser can also deliver this course in-house.  Tailoring the content to meet your organisation's needs.

Provider: Hemsley Fraser

Hemsley Fraser

Hemsley Fraser – Be Ready For Tomorrow

Hemsley Fraser create, deliver and execute learning experiences to drive higher levels of engagement. From our roots as a UK training company, we’ve empowered talent for three decades, evolving our business into a global, award-winning provider. Experts in our field,...

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Contact information for Hemsley Fraser

Hemsley Fraser

74-94 Fore Street, Saltash
PL12 6JW Plymouth

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Reviews by course attendees

Average rating 5

Based on 1 reviews

Quality and style of instruction was by far the best I have received.
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