What will I learn?

Full Course Details

Delivering excellent customer service is crucial to survival in today’s competitive marketplace. In fact, this can sometimes be the only difference between you and your competitors. According to a 2023 report, over 50% of customers will switch to a competitor after a single unsatisfactory customer experience.

By the end of the workshop, you will be able to:

  • Describe the important part that being customer-focused plays in ensuring the success of your organisation.
  • Identify what exceptional customer service looks, sounds and feels like.
  • Be clear on your customer brand – what impact do you want to have on your customers? What is the lasting impression you want to leave?
  • Recognise how interpersonal skills, attitudes & behaviours impact on our internal and external customers.
  • Build and maintain strong relationships to create customer loyalty and satisfaction.
  • Know & utilise the skills and techniques to deliver exceptional customer service.

This course is ideal for anyone who’s role relies on liaising with internal or external customers.

Book Delivering Excellent Customer Services Training

For companies who need to train groups of staff either remotely or in-person.

  • One day course
  • Up to 15 delegates
  • Flexible in-house training dates
  • Face-to-face training
  • In-house or a venue of choice
  • Virtual training option

Laura Garner

Laura is a skilled leader, facilitator, trainer and coach who has worked globally with individuals and blue-chip organisations for over 15 years.
A trusted, compassionate and intuitive learning professional who helps individuals to peel back the layers through her challenging yet empathic approach; helping them to grow into their full potential and in turn helping organisations to increase performance growth.

A significant part of her career has been spent in management and training roles, enabling Laura to hone her stakeholder management skills and influence the learning and development strategies of both.

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Full Course Content

What is Excellent Customer Service?

  • The dos and don’ts of customer service.
  • What elevates service to ‘excellent’ and how this aligns with your company’s vision and values.
  • Who are your customers? – defining who these are, both internal & external.


Your Customer Service Brand

  • Establishing what level of service you would like to offer.
  • What would you like customers to say about you?


The Part You Play

  • How attitude and behaviour can impact customers positively and negatively.
  • Channels of communication.


Managing Customer Expectations

  • Understanding customer service expectation levels for your organisation and measuring yourself against these.
  • Where are your strengths & development areas?

Customer Care

  • How to build trust and loyalty through creating a positive experience.
  • Communication Skills
    • Questioning
    • Listening
    • Positive Phraseology
    • Problem Solving


Flexing Your Style to Deliver the Best Service

  • Exploration of different Communication Styles, how to flex these to engage with the customer more and leave them satisfied.
  • Dealing with customers with additional requirements.


Dealing with “Difficult” Customers

  • What makes a ‘difficult’ customer?
  • Putting yourself in their shoes – looking at things from different perspectives.
  • Curiosity to combat conflict – dealing with & resolving situations.
  • Managing your state in the moment – techniques to help keep you calm and think clearly.
Enquire & Book
Excel Training Business benefits

Delivering Excellent Customer Service Training – Business Benefits

By investing in people, you can give your team all the necessary skills they need to help support your organisation’s goals.

Excel Training Business benefits

Delivering Excellent Customer Service Training - People Development

Completing our Excellent Customer Service course will give you additional skills you need to help support your career development.

Excel Training Business benefits

Flexible Delivering Excellent Customer Service Training Courses

  • Online or face-to-face in-house training
  • Individual delegates or group training
  • Flexible dates to fit schedules

Why choose TrainingU?

Excel Training Business benefits


Established over a decade ago by a team of knowledgeable training experts, we are passionate about delivering excellent training that makes a real difference.

Excel Training Business benefits


All our trainers are qualified and experienced Customer Service trainers that will deliver the highest level of training to you and your team.

Excel Training Business benefits


Working together with our clients, understanding their needs and desired learning outcomes, to deliver a personalised learning solution.

Our Clients

International SOS Pioneer DJ

Enquire & Book Customer Service Training

Simply fill out the contact form or call 0333 344 6630 to make an enquiry or book your Delivering Excellent Customer Service training.