Customer Service Essentials – A certificate

Building a consistent culture of service across your organisation

Elevate your team’s customer service with one of our most popular courses: a transformative two-day course designed to instil the mindset and skills of exceptional customer service professionals.  

Join the community of service professionals by enhancing your skills in the core fundamentals of customer service. Through interactive group discussions, live chats, and whiteboard sessions, you’ll engage in a dynamic learning experience. Our expert consultants will guide you every step of the way, ensuring you gain valuable insights and practical tools to excel in any customer-facing or internal customer roles, whether you work on the frontline or in a support functions such as IT or Finance. 

This course can be taken exclusively for your organisation only (either virtually or physically) or booked via our scheduled open courses which are available to all members.   

Enquire here
Our scheduled courses:
Practical and interactive session
Individual feedback
Networking opportunity
Useful tips and insights
Delivered by Institute experts
Finish with a certificate
Apply learning via work-based assignment

Gain insight with diverse perspectives, sharing best practice and networking opportunities. Book a place today by clicking on the button below: 

Book here

Delivery:

Online and in-person

Level:

Certificate

Duration:

2 days

Audience:

Frontline employees, managers, HODs

Our members who have undertaken this course include:
Course content:

The comprehensive two-day programme is structured to provide an invaluable learning experience, designed to improve the skills, knowledge and understanding of all customer-facing staff. 

Developing the mindset of a customer service professional

Effective communication

| Day 1
  • Introduction to customer service fundamentals
  • Managing customer expectations
  • Creating moments of truth
  • Communication skills development, focusing on verbal and non-verbal cues
  • Practical exercises on active listening and empathy
  • Group discussions on best practice
  • Role-play scenarios to apply communication techniques

Dealing with challenging customers

Delivering service excellence through teamwork

| Day 2
  • Techniques for handling challenging customer interactions
  • Strategies for conflict resolution and service recovery
  • Teamwork and collaboration in service delivery
  • Team-building activities to foster a collaborative mindset
  • Reflection and action planning for real-world application
Customer Service Essentials - Key outcomes
What you will achieve:
  • Identify strengths and areas for improvement to deliver excellent customer service
  • Use the mindset of a customer service professional to improve relationships, build trust with customers and colleagues and achieve customer satisfaction
  • Achieve successful customer outcomes with empathy and emotional intelligence
  • Communicate effectively with customers and colleagues
  • Deal with challenging customer interactions with confidence
  • Recognise the skills, attitudes and behaviours that create a winning team
6500
professional qualifications undertaken through the Academy
18000
professionals trained via our workshops & courses
10000
certificates issued via our TrainingMark accreditation
What our members have to say about this course:

“5 stars and would defiantly benefit the rest of the company that may lack in some areas of customer service.”

– Coastline Housing –

“Everything about the course was on point. Nothing more or less needs to be done. Also, the people who led the course were absolutely amazing. They knew how to engage everybody in the discussions and were very kind and understanding.”

– ResultsCX –

“The course was a helpful reminder of how we engage with our customers and some bad habits that we fall into with the day to day tasks within our role. It also brought to light and my ability to check in with myself and give myself some time after each appointment, which is sometimes not easy to put into practice.”

– Northampton Partnership Homes –

“Wonderfully insightful Customer Service course, with positive content, great structure and very competent facilitator. Highly recommend”

– NPL –
Frequently asked questions

We use Zoom as our preferred platform. 

A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.

An Academy Learning & Development Consultant. You can see who our experts are here.

Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom. 

Our courses are only open to members – find out more about becoming a member here.

There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject. 

For further information, check out the below:
Training
Workshops
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