Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support
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IntelliQ IT Trainings is a premier software training institute based in Ameerpet, Hyderabad, offering expert-led courses in trending technologies like AWS, DevOps, Azure, Python, and more. Known for its real-time training approach, industry-relevant curriculum, and strong placement support, IntelliQ IT empowers students and professionals to build job-ready skills and advance their IT careers with confidence. It is especially recognized for offering the best DevOps training in Hyderabad, combining hands-on labs with practical project experience to prepare learners for real-world challenges.
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'Connect 5' is an educational input designed to improve confidence in engaging in conversations about mental wellbeing. Fully Funded Mental Wellbeing Training Face - to - Face: Exclusive session for your team at your location on your preferred date. 9.30am - 3.30pm. 6-30 attendees Online: Third Wednesday of each month via Zoom. 9.30 - 3.30pm. 4-8 attendees Please get in touch with Neil to book or to discuss options. neil.sladen@n-compass.org.uk or text/call 07734 872529
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