Mastering Customer Service

This one-day customer service training course will provide a depth of personal insight and enhance your ability to understand what makes excellent service. It will equip you with the skills to effectively resolve difficult situations with unhappy customers, all while remaining positive.

Course Overview

Our Mastering Customer Service one-day workshop is available both in the classroom and online through Face-to-Face Live Online Learning sessions. We have adjusted the course content slightly for online delivery — please select your preferred delivery method below to see the correct course outline.

Themes Covered

On this workshop, you will learn:

• Identify the threats of perceived poor service and the opportunities of perceived excellent service

• Understand what makes truly excellent customer service (internal and external) and review how your organisation is performing in specific areas

• Identify how your beliefs impact on your interactions with customers

• Discover the Customer Recovery Loop – avoiding the biggest mistake in customer service

• Understand the positive intention behind challenging behaviour from customers

• Use the LEAPS model to resolve issues for unhappy customers either face-to- face or over the phone

• Recognise the opportunity provided by complaints to your organisation

• Personal action plan beyond the programme

Our approach to programme delivery

Every programme is designed to ensure complete individual involvement and participation, it will stimulate your thinking and challenge you. The key focus is on practical skills and real outcomes throughout.

The content will involve an innovative and engaging blend of activities so that you can directly apply it to your current performance and your future success.
Next steps

If you need help beyond this programme fulfilling your personal action plan, then we also offer 1-to-1 Executive Coaching which can provide you with an insightful and structured space to discover and develop yourself further in order to achieve even more positive results.