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Online Half day

Customer Service:

Delivering Customer Excellence (Virtual)


Delivering 'stand out' customer service makes a big difference to your organisation.

As customers become more discerning about who they choose to buy from and opt more for those companies who can provide a superior service that is tailored to their needs, their culture and their values, delivering customer excellence becomes so much more important.

By providing excellent customer care you not only reinforce your brand image but ensure that your customers remain loyal.  

The customer experience can make the difference in building effective, mutually rewarding relationships.

By building skills in communication, projecting a more confident and professional image and handling challenging people and situations effectively, we can ensure that the best experience and outcome is achieved by all.

Who is it for?

This course is suitable for anyone who has a role that involves customer (both internal and external) interaction, be that face to face, over the phone or via email. 

 Course content

  • Identifying and anticipating what the customer needs and expects
  • Building rapport and listening so we fully understand the customer's needs
  • The 5-stage communication process
  • Encouraging an assertive mutually respectful customer relationship
  • How to manage challenges and difficulties with positivity
  • Handling emotions
  • Making a customer feel valued
  • Experiencing the satisfaction of delivering customer excellence


This virtual session runs from 09:30am - 13:00pm, with breaks included.

A note about attending a 'Virtual' training session

This course will be run on the Zoom video conferencing platform.

If you've never used Zoom - or any other video conferencing platform - before don't worry, it's quite straightforward!

Before the session, we'll send you instructions to help you get started. The key thing is to ensure that your video and audio settings are working, which you can test before the session.

All you'll need is a laptop/PC with audio and video capability, a good internet connection and somewhere quiet to sit and share a 'virtual learning space' with us for 3.5 hours.

Book your place

To book this virtual course, click 'Booking Details' below, enter the delegate details and follow the prompts through to the payment page.

Alternatively, email us at or call 01392 409 198 with more details and we'll book you on.

Bring this course 'In-House'

If you're interested in running this course exclusively for your team, drop us an email at or call us on 01392 409 198 and let's start a conversation. We'd be delighted to help you.

Other virtual courses you might be interested in:

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This is also available as an in house course - (for prices please contact us)