Description

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

Course Images

Customer Service Excellence

By Elite Forums

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