Course description
Whether you're in a customer-facing role or supporting clients remotely, the way you handle interactions can make or break customer loyalty.
Learn how to handle customer interactions professionally, exceed expectations, and manage complaints with confidence to create a great customer experience every time.
Great customer service isn’t just about solving problems - it’s about creating positive experiences that keep customers coming back.
Whether you're in a customer-facing role or supporting clients remotely, the way you handle interactions can make or break customer loyalty.
This practical, interactive course is designed to help professionals improve communication skills, develop a customer-first mindset, and handle challenging situations effectively.
Upcoming start dates
Suitability - Who should attend?
- All employees in customer-facing roles, including sales, support, account management, and front-line staff.
- Individuals who want to enhance their customer service skills and deliver exceptional customer experiences.
- Team members who interact with customers via phone, email, in-person, or online channels.
- Managers and leaders who want to improve their team's customer service performance and foster a customer-centric culture.
- Organisations committed to achieving customer service excellence and building a strong reputation for outstanding customer care.
- Anyone seeking to become a customer service champion and make a positive impact on customer satisfaction and loyalty.
Outcome / Qualification etc.
Our Customer Service training course will equip you with the skills and mindset to deliver truly exceptional customer service, build strong customer loyalty, and contribute to a customer-centric culture within your organisation.
- Develop a customer-first mindset that builds trust and loyalty.
- Communicate effectively and handle challenging customer interactions with confidence.
- Improve active listening skills to fully understand customer needs.
- Manage complaints and difficult conversations professionally.
- Go beyond basic service to create a truly memorable customer experience.
Training Course Content
The Principles of Excellent Customer Service – What Great Service Looks Like
- Understanding what customers really want from an interaction and your business.
- The key traits of excellent customer service professionals.
- Creating positive first impressions and setting the right tone.
- Moving from Customer Service to Customer Delight.
Communication & Active Listening – Building Strong Customer Relationships
- How to communicate professionally and effectively in all customer interactions.
- Using active listening techniques to fully understand customer needs.
- Matching communication styles to different personality types (DISC model).
Managing Difficult Customers & Complaints – Staying Professional Under Pressure
- Handling challenging conversations with confidence and professionalism.
- The LEAST model for de-escalating difficult situations:
- Listen carefully
- Empathise with the customer
- Apologise appropriately
- Solve the issue where possible
- Thank the customer for their feedback
- Staying calm when dealing with angry, frustrated, or demanding customers.
Going the Extra Mile – Creating Exceptional Experiences
- The difference between good service and outstanding service.
- How to exceed customer expectations without extra cost or effort.
- Using small, thoughtful touches to make interactions memorable.
Handling Service Over Different Channels – Face-to-Face, Phone, & Email
- Best practices for telephone customer service – tone, clarity, and structure.
- Professional email communication – writing clear, concise, and polite responses.
- Handling service interactions across digital platforms and chat support.
Customer Service Mindset & Long-Term Success
- The link between Customer Service and Sales.
- Developing a problem-solving attitude that builds customer loyalty.
- The importance of following up and keeping promises.
- Self-care in customer service – avoiding burnout and staying positive.
Course delivery details
Delivery: live online or in-house delivery at your premises.
Duration: 1 day.
Included: comprehensive course materials, notes and slides. Pre and post-course activities to enhance learning.
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Mark Baglow Training
I’m Mark Baglow - the founder and lead trainer of Mark Baglow Training. I'm an experienced trainer with a passion for helping professionals build confidence, improve communication, and lead effectively. With a background in corporate training and education, I bring...