Course Information
Click on the links below for more information about the Exceptional Customer Service course. [NOTE: links open in a new window.]

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Call us on 0845 230 6150 or ask us to call you
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ILM Endorsed Training CourseThis exclusive training course has been developed by Activia and endorsed by the ILM -- Europe's foremost provider of leadership and management qualifications. The training can be delivered as a stand-alone course, or can count towards an ILM-endorsed award for management training. Click for more information about our ILM-endorsed Management Training programmes. Why Customer Service Training?Do you recognise that customer care is the key to successful, profitable and enjoyable business, yet feel that your company - or people within it - are failing to deliver what is required?
While almost every course we deliver is in response to a perceived problem with the way staff work, your solution will be different because your staff, your environment and your marketplace are unique. The concept of 'Customer Care' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation.
To achieve this, we work with you to define your objectives, the way topics need to be covered, and which skills improvements will be most effective.
The result ? Customers will be treated properly by staff who understand the importance of their role and how to fulfil it so as to maximise benefit to the company. Course AimsThis one-day training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff. Who Should Attend?Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do. Quick Course Outline: Exceptional Customer ServiceIntroduction and Course Overview
What is Customer Service?
• What is Customer service?
• Why is it important?
• What is in it for me?
• Service as a philosophy
• Exceeding Customer Expectations
Who Are Your Customers?
• Internal Customers
• External Customers
• VIP Customers
• Customer Needs
Meeting Expectations
• Timeliness
• Quality
• Consistency
• First Impressions
Standards
• Telephone Handling
• Appearance of Facilities
• Appearance of Self
• Face to Face Contact
Communication
• What is Communication?
• Barriers to Communication
• How We Can Remove Barriers
• Active Listening
Telephone Techniques
• Initial Greeting
• Transferring Calls
• Putting Callers on Hold
• Taking Messages
• Dos and Donts of the Telephone
• Phrases to Avoid
Dealing with Challenges
• If You Do Not Know the Answer
• When You Have to Say NO
• When the Computer is Slow
• Handling Unreasonable Expectations
• Dealing With Skepticism
• When the Information You Need is Not Provided
Dealing with Difficult People
• Coping Strategies: SOFTEN Acronym
• Categories of People and How to Handle Them
Seven Steps to Customer Problem Solving
• Seven steps to Problem Solving
• Problem Solving in Different Situations
The Recovery Process
• How to Recover and Build for the Future
Eliminating Customer Service Problems
• Critical Evaluation
• Informal Surveys
• Focus Groups
• Nominal Group Technique
• Cause and Effect or Root Cause
• Brainstorming
• Benchmarking
Doing Your Part
• Relationships
• Clear Expectations
• Communication Styles
• The Power of Your Behaviour
• Likeability
• How to Feel Powerful in Your Position
A Personal Action Plan
Exceptional Customer Service
A One-Day Training Course
Prices for Exceptional Customer Service
Activia's prices are always among
the best in today's market, and if you are offered a lower price for a like-for-like course, then we will match it.
Click for details of the
Activia Price Promise.
Scheduled Public Classes
Prices for Scheduled Public Classes are as follows:
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Price per delegate |
Delegate |
1st |
2nd |
3rd |
4th |
5th |
6+ |
Price per Delegate |
£249 |
£219 |
£199 |
£199 |
£199 |
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[ See below for dates ]
Private & In-House Training Courses
We can deliver private training courses
at one of our training centres or
on your premises:
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Total price per day (all delegates) |
No. of Delegates |
1 |
2 |
3 |
4 |
5 |
6 |
More |
Training At an Activia centre |
£599 |
£654 |
£709 |
£764 |
£819 |
£874 |
+ £55 each |
- Cost per delegate |
£599 |
£327 |
£236 |
£191 |
£164 |
£146 |
£100 for 12 |
Training At your office |
£549 |
£594 |
£639 |
£684 |
£729 |
£774 |
+ £45 each |
- Cost per delegate |
£549 |
£297 |
£213 |
£171 |
£146 |
£129 |
£87 for 12 |
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Please note : all prices exclude VAT
Exceptional Customer Service
A One-Day Training Course
Dates for Exceptional Customer Service
Scheduled Public Classes
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Tue, August 10, 2010
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Milton Keynes |
£249 |
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Tue, August 10, 2010
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Liverpool Street (City of London) |
£249 |
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Wed, August 18, 2010
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Central Birmingham |
£249 |
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Wed, August 25, 2010
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Reading |
£249 |
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Wed, August 25, 2010
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Manchester |
£249 |
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Wed, September 1, 2010
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West London |
£249 |
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Wed, September 8, 2010
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Birmingham South |
£249 |
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Wed, September 15, 2010
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Slough |
£249 |
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Wed, September 22, 2010
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Milton Keynes |
£249 |
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Thu, September 23, 2010
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Manchester |
£249 |
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Fri, September 24, 2010
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Liverpool Street (City of London) |
£249 |
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Wed, September 29, 2010
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Central Birmingham |
£249 |
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Tue, October 5, 2010
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Basingstoke |
£249 |
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Wed, October 6, 2010
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Reading |
£249 |
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Tue, October 12, 2010
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West London |
£249 |
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Tue, October 19, 2010
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Birmingham South |
£249 |
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Tue, October 26, 2010
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Slough |
£249 |
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Tue, November 2, 2010
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Milton Keynes |
£249 |
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Wed, November 10, 2010
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Central Birmingham |
£249 |
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Wed, November 17, 2010
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Basingstoke |
£249 |
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Wed, November 17, 2010
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Manchester |
£249 |
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Wed, November 17, 2010
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Reading |
£249 |
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Wed, November 24, 2010
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West London |
£249 |
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Wed, December 1, 2010
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Birmingham South |
£249 |
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Wed, December 8, 2010
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Slough |
£249 |
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Wed, December 15, 2010
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Milton Keynes |
£249 |
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Thu, December 16, 2010
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Manchester |
£249 |
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Fri, December 17, 2010
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Bristol |
£249 |
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Fri, December 17, 2010
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Liverpool Street (City of London) |
£249 |
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Wed, December 22, 2010
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Central Birmingham |
£249 |
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NOTES: We limit class sizes to a maximum of 12
though individual centres may have smaller capacity.
Prices are per delegate, excluding VAT |
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Private & In-House Training Courses
We can deliver private training courses
at one of our training centres or
on your premises:
- Very competitive prices
- Dates arranged to suit your availability
- Content can be or tailored to your needs at no extra charge
- Class sizes to suit you (we recommend a maximum of 12)
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