Business skills · 1 day
Minute Taking Skills
Turn every meeting into a clear, usable record.
From£275 per delegate
Business & Office Skills
Customer Service Skills
Turn every contact into a good impression
A practical one day course that sharpens the communication skills and attitude behind real customer care, face to face and on the phone. Delivered at your premises or live online.
Length1 day
LevelAll levels
FormatsIn-house · Live online · Public
Group sizeUp to 8 per group
About the Customer Service Skills course
The first contact is a vital moment to establish credibility, and it is important that a positive lasting impression is made every time. This one day course refines the communication skills and attitudes that transmit real customer care, whether delegates deal with customers face to face or on the telephone.
With trainers based across the UK, we bring this course to your premises nationwide, run it live online via Microsoft Teams, or welcome you to one of our public course venues. Wherever your team is based, we can deliver it.
It pairs well with our Telephone Sales Techniques course, or run this course as a live remote class via Microsoft Teams.
- Free training needs analysis before your course
- Tailored with your real workplace scenarios
- Free telephone & email support after your course
First Impressions
Make every first contact count, whether face to face or on the phone.
Confident Communication
Word choice, tone and body language that build rapport and trust.
Handle Demanding Customers
Practical techniques for the more difficult conversation.
Turn Complaints Around
Put things right and turn a problem into an opportunity.
What the day covers
5 modules · tailored to your team on in-house courses
Why Customer Care6 topics
- Survival in today’s competitive market
- Customer levels of expectation
- The increasing importance of the human factor
- Customer profile and common denominators
- How attitudes change
- Different behaviours and personality types
The Customer Journey5 topics
- Making the first impression really count
- Maintaining the highest level of professionalism
- Best customer practice standards of excellence
- Codes of behaviour
- Strategies for handling the more demanding customer
The Power of Communication6 topics
- Telephone and reception basics
- Word power, tone and attitude
- Techniques for building rapport
- Transmitting and recognising body language
- Telephone best practice standards
- Active listening skills
Turning Problems into Opportunities4 topics
- Putting things right when they go wrong
- Solving customer problems
- Handling complaints
- Pooling knowledge to improve efficiency
Making a Commitment to Getting it Right3 topics
- Maintaining a positive attitude and high energy
- Individual and team accountability
- Looking to the future
By the end of the course, delegates will be able to
- Make a confident, professional first impression every time
- Communicate clearly and build rapport, face to face and by phone
- Handle demanding customers and difficult conversations
- Turn a complaint into a positive outcome
- Maintain a consistently positive attitude under pressure
Ways to book this course
Public Course
Classroom Place
£295+ VAT
One day classroom · per person · Preston, Liverpool, Manchester & London
- Ideal for one or two people
- Learn alongside delegates from other organisations
- Reference materials & certificate
In House
Full Day Group Course
£745+ VAT
Total group price · One day · up to 8 attendees · At your premises
- Reasonable course tailoring included
- Trainer travel included
- Reference materials & certificates
Live Online
Full Day Group Course
£695+ VAT
Total group price · One day · up to 8 attendees · Delivered via Microsoft Teams
- Same content, same trainer, from anywhere
- Reasonable course tailoring included
- Reference materials & certificates
In house and live online prices are per course for up to 8 attendees and include reasonable tailoring and supporting reference material; the in house price also includes trainer travel. Public course price is per delegate. Book 2 or more delegates on the same course and receive significant discounts, click here for information. Training a larger group or several teams? Speak to our team and we’ll help you work out the best way to run it.
Who the course is for
Who should attend
This course will benefit staff who have direct contact with customers or clients and who wish to improve their customer contact, reception and telephone skills.
Join a scheduled course
One-day courses, 9:30am to 4:30pm, with refreshments, lunch, reference materials and a certificate. Book 2 or more places for a discount.
| Date | Venue | Price | Book |
|---|---|---|---|
| Wednesday 21 October9:30am to 4:30pm | Liverpool | £295 + VAT per delegate | Request a place |
| Wednesday 28 October9:30am to 4:30pm | Leeds | £295 + VAT per delegate | Request a place |
| Wednesday 4 November9:30am to 4:30pm | London | £295 + VAT per delegate | Request a place |
| Wednesday 4 November9:30am to 4:30pm | Manchester | £295 + VAT per delegate | Request a place |
| Wednesday 11 November9:30am to 4:30pm | Birmingham | £295 + VAT per delegate | Request a place |
| Wednesday 11 November9:30am to 4:30pm | Preston | £295 + VAT per delegate | Request a place |
| Wednesday 18 November9:30am to 4:30pm | Liverpool | £295 + VAT per delegate | Request a place |
| Wednesday 25 November9:30am to 4:30pm | Leeds | £295 + VAT per delegate | Request a place |
| Thursday 7 January9:30am to 4:30pm | Liverpool | £295 + VAT per delegate | Request a place |
| Friday 8 January9:30am to 4:30pm | Birmingham | £295 + VAT per delegate | Request a place |
More than just a training day
Dedicated account managerOne named contact who knows your organisation and your history with us.
Pre-course evaluationFree skills check forms so every delegate lands on the right level.
Course tailoringWe plan and customise closed courses around your roles, systems and files.
CertificatesA Keys Training certificate for every attendee, for training records and ESR.
Management feedbackPost-course feedback reviews so you can see what landed.
Free aftercareTelephone and email support for every delegate after the course.
Frequently asked questions
Who is this course for?
Staff who have direct contact with customers or clients and who wish to improve their customer contact, reception and telephone skills. No previous training is needed.
Can the course be delivered remotely?
Yes. As well as running the course at your premises, we deliver it as a live online class via Microsoft Teams, the same trainer led day, at a lower group price.
Can the course be tailored to our organisation?
Yes. The closed, in house course is customised to your requests, using your own real workplace scenarios where helpful, with reasonable tailoring included in the fee.
How much does the course cost?
A tailored in house course is £745 + VAT, or £695 + VAT delivered live online, both for up to 8 attendees. A place on a scheduled public course is £295 + VAT per delegate, with discounts for booking 2 or more delegates on the same course.
Where do you deliver public courses?
We run scheduled one day public courses at our venues in Preston, Liverpool, Manchester and London. Prefer an in house or live online course instead? Those run UK wide, wherever your team is based.
Do your trainers travel to deliver in house training?
Yes. We have trainers based across the UK, and trainer travel is included in the price of every in house course, there’s no extra charge for us to come to your premises, wherever you’re located.
Ready to build a team that keeps customers coming back?
Speak with a training advisor to arrange a tailored Customer Service Skills course for your team, at your premises, live online or on a public course.
Make an EnquiryEmail an Enquiry
Or call us on 0345 450 0051 to speak with a training advisor today.
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