Customer Service Excellence
Learn How To Deliver Exceptional Levels Of Customer Service


Your customers are the lifeblood of your business.

You need to exceed their expectations and deliver a fantastic customer experience – one that they will tell their friends about.

This course will provide you with the essential skills to make that happen.


This programme will help you to:

  • Understand what it means deliver to exceptional levels of customer service
  • Appreciate what our customers expect from us
  • Deliver customer service best practices over the telephone
  • Deliver customer service best practices face to face
  • Improve your questioning and listening skills
  • Handle difficult customers and scenarios
  • Take accurate messages
  • Handle a complaint in the right way


Programme Outline

This programme is made up of 12 microlearning sessions.

  • An Introduction To Customer Service
  • Driving Exceptional Customer Service
  • What Does Great Customer Service Look & Sound Like?
  • Understanding Your Role As A Customer Service Professional
  • What Do Our Customers Expect From Us?
  • Best Practice Customer Service Over The Telephone
  • Best Practice Customer Service Face To Face
  • How To Develop Your Questioning & Listening Skills
  • Dealing With Difficult Customers – Over The Telephone
  • Dealing With Difficult Customers – Face To Face
  • How To Take Accurate & Clear Messages
  • How To Handle A Complaint

Session Example

What Do Our Customers Expect From Us?

Each session comes with the following:

Action Planning

1-Page Cheat Sheet

Session Notes

You will also receive a coaching blueprint to help you embed the learning in the workplace.


Ordering is really simple.

The price of this course is just £19.95 per person.

For that you will have access to the 12 microlearning sessions that make up this programme.

You can book and pay with your card immediately or through invoice.

Once your booking has been processed you will get access to Skillshub and your course


Q – Can I lease or purchase this course to put on our own LMS?
A – Yes! Please contact us at or 02476 998 101 and we will send you the options and fees

Q – Is this programme certified?
A – Yes! It is certified through CPD. Once you have completed the programme you will receive a CPD certificate.

Q – Do I get a discount if I order in bulk?
A – Yes! If you would like to order 10+ courses then please contact us at or 02476 998 101

Q – I’m booking for someone else. What happens after I order?
A – We’ll contact you to get their details and we’ll set them up on the system.

Q – Is there a test or an assessment at the end?
A – No. These sessions are all about taking action in the workplace and making a difference rather than a memory test.

Q – How long does each session last?
A – The sessions range from 60 seconds through to 5 minutes. The majority of them are 3 minutes.

Q – Do I receive any reference materials?
A – Yes! Each session comes with a one page cheat sheet, the transcript of the session, 3 specific actions to take back in the workplace and some coaching questions about the session for your own line manager to use with you or for you to use them as a self-coaching aid.

Get In Touch

Speak to an expert

02476 998 101

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