Customer service training


Customer service ratings chart

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half-day courseone-day course
Raise levels of customer care with this practical training programme.

An engaging customer service training course to develop and fine-tune customer service skills, with half-day or one-day training options available.

Target Audience

This course is ideal for anyone seeking training in customer service and customer care. The majority of delegates attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviours.

We are also experienced at providing bespoke training courses in customer services, as well as longer term programmes to meet specific organisation goals and service standards. Our customer service training is always aligned to the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email.

Course Aim

KSL’s customer service skills training is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

Course Objectives

By the end of this one-day course, the participants will have:

  • Adopted a consistent, professional style when speaking with customers
  • Developed skills in engaging with customers and handling their enquiries effectively
  • Listened effectively, asked questions and summarised to respond fully to a customer request
  • Identified ways they can add value to customer relationships and exceed expectations
  • Practised how to turn customer service disappointment into a positive experience
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Course Overview

  • Defining Customer Service
    • What does great service look like and feel like?
    • Sharing our own experiences of good and bad service
    • Responsibility for customer service
    • Stepping into your customers’ shoes
    • Individual and group exercises, facilitated group discussion
  • Handling customer enquiries
    • Customer contact model and service standards
    • Creating lasting first impressions
    • Building and maintaining rapport
    • Using positive language and tone of voice
    • Demonstration, facilitated group review, pairs exercise with group review
  • Establishing customer needs and responding to requests
    • Questioning
    • Active listening – including taking notes
    • Summarising
    • Practical exercises in pairs and trios with group discussion
  • Handling work based customer requests
    • Identifying challenging customer requests
    • Responding to challenging customer requests assertively
    • Group discussion, short practice sessions in pairs with feedback
  • Service recovery
    • Turning disappointment into delight
    • Identifying the nature of customer complaints
    • Responding to customer complaints
    • Introducing colleagues to resolve customer service issue
    • Group discussion, presentation, exercise with group review
  • Complaint handling practice
    • Practise brief
    • Practise sessions
    • Complaint handling practice sessions with feedback, group review
  • Building customer relationships
    • Relationship triangle – trust and loyalty
    • What differentiates us from our competitors?
    • Identifying ways to add value and exceed customer expectations
    • Following up
    • Presentation, revolving flipchart exercise in small groups, group review
  • Applying the learning and next steps
    • Review of learning and action planning
    • Course feedback

The customer service training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading covering customer care
  • A colour printed workbook with customer service tips, techniques and space for personal notes

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Written by Kim Larkins

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Download the course overviews for customer service skills training, by clicking the links below:

Download half-day course PDF (599KB)

Download one-day course PDF (617KB)


Well presented, made enjoyable through workshop activities.
Adrian Hudson, College of Animal Welfare*


Fantastic trainer with an obvious high level of practical knowledge and understanding.
Wendy Heather, College of Animal Welfare*


A thoroughly enjoyable day, tailored specifically to our business. We have finished the day focused, enthused and driven to provide great customer service.
Kirsty Matthews, Customer Service Manager, ALK Abello*


Very fun and informative day’s training. Exercises were enjoyable and the feedback helped us understand where this was relevant.
Peter Halewood, Admin. Assistant, ALK Abello*


I enjoyed the variety of the course e.g. discussions, presentations, problem solving, physical activities.
Call Centre Agent, Chartered Insurance Institute*


Valuable and relevant to my requirement. Well constructed and thought provoking.
Customer Service Assistant, Delta Impact*


Really enjoyed – opened my eyes regarding customer service.
Nick White, Customer Care Team Leader, Wheelies*


Very relevant and fulfilled our needs.
P.S. Carter, Admin, Quatro Gymnastics, Swansea*

More customer reviews

KSL Training

4.7 out of 5 stars 4.7/5 stars from 30 reviews on FreeIndex and Google

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Booking Information

This course is one of our in-house training programmes, run at the company premises of our client anywhere in the UK. Contact us for pricing.

Training Dates

Flexible to suit the needs of our client.

In-House Training Locations

We deliver in-house customer service courses to companies right across the UK, with local trainers covering the following areas:

  • London and the South East
  • The Thames Valley – including Reading, Slough, Maidenhead, Oxford and Swindon
  • Cambridge
  • Norwich and East Anglia
  • Leeds and Bradford. (Funding for training may be available for eligible companies in this area)
  • Manchester and the North West
  • Southampton and Bournemouth
  • Birmingham and the Midlands
  • Nottingham
  • Bristol
  • Cardiff and South Wales
  • Exeter and the South West
  • Newcastle
  • Glasgow and Edinburgh, Scotland

A few of our clients...