Delivering Customer Service Excellence: Training Course
CPD Accredited Courses | In-person or Online Courses | Bespoke options available
The delivering customer service excellence training course empowers employees with effective communication and empathy strategies to build lasting customer relationships, minimise escalation, and drive higher customer satisfaction and retention. The course covers key skills including building rapport with clients, managing complaints effectively, and ensuring equality in customer interactions.
You can attend the training course at our training academy in Lichfield, On-site at your premises (minimum number required) or online.
By the end of the course, participants will feel confident handling all types of enquiries and communicating efficiently with customers, regardless of the situation.
We have a variety of other training courses, depending on the level you need, they can be accessed here.
What you will learn
Within this course, we cover the basics of sales and telesales, including how to:
Active listening and building genuine rapport
Dealing with complaints and disgruntled customers
Being assertive - controlling the conversation to avoid escalation
Mindset - not taking things personally/deactivating emotion
Ensuring equality, fairness and avoiding social bias
Who is this course for
Delivering Customer Service Excellence is designed for anyone is a customer service role or anyone having customer interactions. It’s designed to help anyone communicating with customers interact confidently, efficiently and effectively, regardless of the situation.
Course modules
Active Listening- In this module we will look at the importance of active listening within a customer service role and how it can help you day-today.
Building Genuine Rapport - We look at the building rapport, what it means, how to build it and some techniques to help you.
Adaptation - We look at the adaptation by looking into how to adapt to the person on the end of the phone.
Dealing with complaints and disgruntled customers - In this section we look at what happens when a customer is unhappy, or has a complaint. How to effectively manage these types of calls and methods to help.
Mindset - In this module, we take look at how your mindset can play an important part in a customer service role and values that can can help you succeed.
Resilience - In this module, we look at resilience in your role when dealing with a variety of calls including complaints on a day-to-day basis.
Empathy - We look at how important empathy is in a customer service role, what it is and techniques to help you improve.
Ensuring equality, fairness and avoiding social bias - In this final module, we look at the how to treat the broad range of customers you face with the same levels of trust and respect.
After successful completion of the course will receive a CPD certificate.
Kate Wass - Training Director
Our Training Academy Director, Kate, has over 15 years’ experience within sales, from contact centres through to National BDM roles, working across a range of industry sectors, from financial services to recruitment and logistics, to name just a few!
She leads the design & delivery of all of the training here at Premium Sales Training Academy, as well as working with organisations , providing 1-2-1 and group sales coaching.
“We enjoyed the interactive elements of the training course, the role play was really useful and Kate made the whole day engaging and beneficial!
The training materials provided were helpful and organised and the course content was relevant to us.”
You can click the button below to view other course testimonials.
Book in Person
This interactive one-day Customer Service training course empowers employees with effective communication and empathy strategies to build lasting customer relationships, minimise escalation, and drive higher customer satisfaction and retention. The course covers key skills including building rapport with clients, managing complaints effectively, and ensuring equality in customer interactions. We also explore how mindset influences performance and developing resilience in challenging situations. By the end of the course, participants will feel confident handling all types of enquiries and communicating efficiently with customers, regardless of the situation.
Book Online
FAQ’s
If you have any questions you can talk to the team on 03300 580562 or email newclients@premium-sales.com. Alternatively, you can click the link to book.
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Ideal for individuals who have been in a telemarketing role for less than a year, or for individuals who are not formally in a sales role, but sales has happened to become their responsibility.
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In person, the course I 1 day. Online you will be given a month’s access to complete the course.
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The course can be completed at our training hub in Lichfield, On customer Premises (with a minimum number) or online.
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The in person course cost is £250 per person. The online Course in £100 per person.
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Yes, by completing our training courses in person, you can access a more interactive training experience, while participating in roles plays and team discussions.
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