Customer Service Impact – A certificate

Building excellence in customer interactions

Unlock the full potential of your customer service team with this Customer Service Impact training certificate. This comprehensive course equips participants with the tools to deepen customer relationships, effectively handle challenging interactions, and apply emotional intelligence in the workplace.

Through engaging modules and practical group activities, your team will learn to navigate complex customer dynamics, ensuring a memorable and positive service experience. Elevate your service standards and foster a culture of professional growth and customer-centric excellence with Customer Service Impact. 

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:

Customer Service Impact is a comprehensive training program designed to equip your employees with the skills and techniques they need to build strong customer relationships and consistently exceed expectations.

Understanding communication styles & customer personalities

Using assertive behaviour for positive outcomes

| Day 1
  • Introduction and overview
  • Developing deeper customer relationships
  • Service styles and customer types

De-escalating and managing conflict

Managing emotions and handling difficult situations

| Day 2
  • Emotional intelligence
  • Dealing with challenging customer situations
  • Assertive behaviour
  • Managing conflict
Customer Service Essentials - Key outcomes
What you will achieve:
  • Identify and characterise different customer types 
  • Understand the concepts involved in a customer’s communication process 
  • Communicate confidently, empathise and build trust with different customer types 
  • Understand how their own emotions impact on performance 
  • Use emotional intelligence as a self-management strategy 
  • Resolve challenging situations and complaints with confidence 
  • Maintain their own and the organisation’s credibility in challenging situations 
  • Adapt and personalise their style and approach with different customer types to achieve good outcomes 
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:

“Any organisation wanting to enhance the service they offer to their customer and improve customer satisfaction should definitely consider enrolling their staff on this course.”

– Shepherds Bush Housing Group –

“Very compact but insightful course giving you tools to understand your own and other persons’ behaviour better and to adjust your communication and thinking to better suit the customer needs.”

– Manx Telecom –

“I really enjoyed this course. It was interesting to learn the deeper aspects of customer service and how they can be adapted to different customer types.”

– GXO Logistics –

“I thought I knew a lot about customer service, having an extensive background. Participating in the course has helped me to refresh my skills and I have learnt new skills that i can take back to my organisation.”

– National Highways –
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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