Mastering Customer Service

What your team will learn

• Communicate clearly with customers, in words and body language
• Listen actively and handle questions and requests with confidence
• Identify a customer's problem and work through it to a solution
• Stay calm and show empathy when a situation gets difficult

1. Week1

   Customer service basics

   1. Session 1
      Why customer service matters

      The difference good service makes to customers and to the business.

   2. Session 2
      Communication basics

      The building blocks of clear, effective communication with customers.

   3. Session 3
      Building rapport

      Simple ways to put customers at ease and start on a good footing.

2. Week2

   Communication skills

   1. Session 4
      Active listening

      Techniques for listening closely, so customers feel heard and you get the details right.

   2. Session 5
      Words and body language

      How tone, words and nonverbal signals shape the way customers read you.

   3. Session 6
      Questions and requests

      Handling customer inquiries and requests smoothly from start to finish.

3. Week3

   Solving customer problems

   1. Session 7
      Finding the real issue

      Identifying what is actually bothering a customer, and what they are worried about.

   2. Session 8
      Working out a solution

      Analyzing the problem and weighing the options for fixing it.

   3. Session 9
      Following through

      Putting the solution into action so the problem stays resolved.

4. Week4

   Empathy and understanding

   1. Session 10
      Why empathy matters

      The role empathy plays in every good customer interaction.

   2. Session 11
      In the customer's shoes

      Seeing the situation from the customer's side before you respond.

   3. Session 12
      Difficult situations

      Using empathy to keep a tense or difficult situation calm and moving forward.

5. Week5

   Real-world scenarios

   1. Session 13
      Case studies and role-plays

      Practising the skills so far on realistic customer situations.

   2. Session 14
      Learning from success stories

      What great customer service looks like in practice, and what your team can borrow.

   3. Session 15
      Common challenges

      Working through the challenges that come up most often with customers.

6. Week6

   Lasting customer relationships

   1. Session 16
      Trust and loyalty

      Building the trust that turns a customer into a loyal one.

   2. Session 17
      Managing expectations

      Setting expectations customers can count on, and meeting them.

   3. Session 18
      Positive experiences

      Shaping each interaction so customers leave with a good impression.

7. Week7

   Review and application

   1. Session 19
      Looking back

      Reflecting on what each person has learned and how far they have come.

   2. Session 20
      Applying it in your role

      Bringing the skills into each person's own job and daily routine.

   3. Session 21
      Personal action plan

      Each person sets out a plan to keep improving after the course.

How the sessions work

• Role-playsPractise real customer conversations in role-playing exercises.
• Case studiesReal-world scenarios and success stories to learn from.
• Practical exercisesHands-on exercises that build each skill step by step.
• Group discussionsShare experiences and work through common customer challenges together.

Who it's for

• New staff starting in a customer-facing role
• Front-line teams at reception, in retail or on the phones
• Employers who want everyone serving customers to share the same core skills