Delegate profile

Customer service staff working on the frontline of their organisation and deal with clients, customers, members of the public either face to face or through telephone contact. Staff involved in promoting awareness and sale of products and/or services who are required to demonstrate professional telephone skills and high quality customer service.

Approach to training

Training designed to enhance skills, facilitate confidence building, promote team development and motivate call centre staff.

Interactive approaches that promote full participation of delegates will include role play, self-analysis questionnaires, group discussions and/or graphics/video images.

Topics covered

This course provides staff with the skills to understand internal and external customer dynamics and to put people at the centre of customer service in a technology-led society while striving to improve response to customers needs, prevent hostility and promote harmonious engagement.

 Delegates learn how to:

• match customer expectations with organisation values;
• manage customer complaints and expectations;
• value customers and understand their needs;
• remain calm under pressure;
• communicate with customers;
• create and apply the appropriate attitude to demonstrate customer care;
• apply strategies to generate and retain customer loyalty;
• develop and implement quality monitoring systems to manage customer relationships;
• motivate staff to provide high quality customer service, and
• promote CARE.

At the end of the day, delegates will understand how to deliver a higher quality of service and care to customers internal and external to their organisation. Through use of case studies and interactive approaches, delegates will acquire skills to enable more effective and successful management of relationships with clients or customers.

For further details

For further details, please contact Veronica Broomes on 0845 054 2870 or email the Sales Team at

sales@executivesolutions.co.uk