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Achieving Customer Service Excellence

 A hands-on one-day course with free pre-course online skills testing 
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Achieving Customer Service Excellence
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CUSTOMER SERVICE EXCELLENCE

Quality, flexible courses in Customer Service skills

We feel we provide the best customer service training courses you can find, so ask us if you need help

COURSE OUTLINE

Full details of modules and topics covered in this one-day course

DURATION

This is a one-day training course structured into 15 modules


COURSE AIMS
This 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.
TARGET AUDIENCE
Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do.
MODULE 1:  Introduction and Course Overview
MODULE 2:  What is Customer Service?
Learning outcomes:
Define your understanding of customer service and what customer service beliefs and expectations are.
Topics covered:
  • What is Customer Service?
  • Why is it Important?
  • Whats in it for Me?
  • Customer Service Beliefs
MODULE 3:  Who Are Your Customers?
Learning outcomes:
Identify who your customers are, and whether each is internal or external.
Topics covered:
  • Internal Customers
  • External Customers
  • Customer Needs
MODULE 4:  Understanding Customer Needs and Expectations
Learning outcomes:
Understand what is important to your customer, their expectations and what else can you offer them.
Topics covered:
  • Types of Expectations
  • Meeting Expectations
  • Exceeding Expectations
  • First Impressions Exercise
MODULE 5:  Standards
Learning outcomes:
Know the standards set by your organisation for dealing with customers in a variety of settings. Decide how you exceed customers' expectations.
Topics covered:
  • Telephone Handling
  • Appearance of Facilities
  • Appearance of Self
  • Face to Face Contact
MODULE 6:  Communication
Learning outcomes:
Understand what communication is , what barriers there are and how to overcome them. Know how to use active listening techniques effectively..
Topics covered:
  • What is Communication?
  • Barriers to Communication
  • Removing Communication Barriers
  • Active Listening
  • Listening Quiz
MODULE 7:  Telephone Techniques
Learning outcomes:
Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language and taking accurate messages.
Topics covered:
  • Tips for a Good Telephone Technique
  • Dos and Donts of the Telephone
  • Exercise - Taking a Message
  • Telephone Message Prompt Form
MODULE 8:  Managing Conflict in Customer Situations
Learning outcomes:
Acquire methods of dealing with challenging customers, identifying what causes conflict, preventing it and knowing how to respond appropriately.
Topics covered:
  • Causes of Conflict
  • Levels of Conflict
  • Responding to Conflict
  • Preventing Conflict
  • Resolving Conflict
MODULE 9:  Dealing With Challenges
Learning outcomes:
Understand how to respond professionally and appropriately to a range difficult situations.
Topics covered:
  • Handling Difficult Situations
  • Assertiveness & Compromise
MODULE 10:  Dealing with Difficult People
Learning outcomes:
Recognise when to use different methods to deal appropriately with difficult personalities.
Topics covered:
  • A Process Guide to Dealing with Difficult People
MODULE 11:  Seven Steps to Customer Problem Solving
Learning outcomes:
Learn how to resolve customer problems using a seven step process.
Topics covered:
  • Problem Situations
MODULE 12:  The Recovery Process
Learning outcomes:
Understand how to solve customer service problems once they've been identified and recognise the need for flexibility.
Topics covered:
  • Six Steps to Recovery
MODULE 13:  Eliminating Customer Service Problems
Learning outcomes:
Learn about how to use a series of 'inspection and analysis tools' to address customer service issues.
Topics covered:
  • Inspection and Analysis Tools
  • Critical Evaluation
  • Informal Surveys
  • Focus Groups
  • Nominal Group Technique (NGT)
  • Cause and Effect or Root Cause (Fish Bone)
  • Brainstorming
  • Benchmarking
MODULE 14:  Doing Your Part
Learning outcomes:
Recognise how to develop and maintain relationships, understand communications styles and the impact of your own behaviour.
Topics covered:
  • Developing and Maintaining Relationships
  • The Likeability Factor
  • How to Feel Powerful in Your Position
  • Positive Language Exercise
MODULE 15:  Your Personal Action Plan

PRICES FOR
ACHIEVING CUSTOMER SERVICE EXCELLENCE

PLEASE NOTE: ALL PRICES EXCLUDE VAT.

Scheduled Public Classes

The simplest and most cost-effective option for 1, 2 or 3 delegates.

  • For scheduled public classes, prices start at £149
  • For multiple delegates, prices can be as low as £119
  • If you book in advance, Early Bird prices start at just £109
  • If a course is not scheduled, you can usually Schedule Your Own from £199

NOTES:
Lower prices for additional delegates are subject to booking at the same time.
Bookings made at discounted prices cannot be cancelled.

Please call us on 0333 6000 111 or request a callback so we can discuss your needs.

Training At Your Offices

A convenient and very cost-effective option for groups of delegates

  • Onsite training is available from just £479

Notes: Bespoke courses can be split into smaller half-day units, but they must be booked in pairs: one in the morning and one in the afternoon.
If a half-day course is listed, again these must be booked in pairs: you must of course double the half-day rate to get the full day rate.
Then you simply multiply the full day rate by the number of days to get the total cost.

Please call us on 0333 6000 111 or request a callback so we can discuss your needs.

DATES & VENUES

Dates and Venues for our Public Classes

In general, with our Early Bird pricing, the earlier you book, the lower the price.
Our small class sizes mean that classes are often full, so it's best to book as soon as you can.
Don't be disappointed by leaving it too late!

If you see classes at higher prices set to run over the next few days, these are empty classes and if you book, you may be the only delegate attending.

NOTE : prices are per delegate and exclude VAT.

View scheduled dates for the course you want in the table below.
Then click on 'Book now' against the class you want to book.


Customer Service Excellence
Aug 1, 2016
01/08
2016
Birmingham City Centre
 
**Full**
Aug 3, 2016
03/08
2016
Tower Bridge
 
**Full**
Aug 10, 2016
10/08
2016
London Kings Cross
£199
Book now
Aug 10, 2016
10/08
2016
Bristol
£199
Book now
Aug 15, 2016
15/08
2016
Manchester Princess Street
£199
Book now
Aug 17, 2016
17/08
2016
Slough
£199
Book now
Aug 26, 2016
26/08
2016
Nottingham
£199
Book now
Aug 31, 2016
31/08
2016
London Victoria
£199
Book now
Aug 31, 2016
31/08
2016
Milton Keynes
£199
Book now
Sep 5, 2016
05/09
2016
Reading Green Park
£199
Book now
Sep 7, 2016
07/09
2016
Leeds
£199
Book now
Sep 12, 2016
12/09
2016
Tower Bridge
£199
Book now
Sep 14, 2016
14/09
2016
Birmingham City Centre
£199
Book now
Sep 19, 2016
19/09
2016
Bristol
£179
Book now
Sep 26, 2016
26/09
2016
Slough
£179
Book now
Sep 28, 2016
28/09
2016
Manchester Princess Street
£179
Book now
Oct 3, 2016
03/10
2016
Nottingham
£159
Book now
Oct 10, 2016
10/10
2016
Milton Keynes
£159
Book now
Oct 10, 2016
10/10
2016
London Victoria
£159
Book now
Oct 17, 2016
17/10
2016
Leeds
£139
Book now
Oct 19, 2016
19/10
2016
Reading Green Park
£139
Book now
Oct 24, 2016
24/10
2016
Birmingham City Centre
£139
Book now
Oct 26, 2016
26/10
2016
Tower Bridge
£139
Book now
Nov 2, 2016
02/11
2016
Bristol
£139
Book now
Nov 7, 2016
07/11
2016
Manchester Princess Street
£139
Book now
Nov 9, 2016
09/11
2016
Slough
£139
Book now
Nov 16, 2016
16/11
2016
Nottingham
£139
Book now
Nov 23, 2016
23/11
2016
London Victoria
£139
Book now
Nov 23, 2016
23/11
2016
Milton Keynes
£139
Book now
Nov 28, 2016
28/11
2016
Reading Green Park
£139
Book now
Nov 30, 2016
30/11
2016
Leeds
£139
Book now

DELEGATE FEEDBACK FOR OUR
ACHIEVING CUSTOMER SERVICE EXCELLENCE COURSE

PLEASE NOTE: ALL PRICES EXCLUDE VAT.

AVERAGE REVIEW: 86%  (4.3/5)  BASED ON 116 REVIEWS

David Fisher, Jun 15 2016
Course rating of 5 stars
"I believed the day was an excellent starting point and in depth of what it means to work in customer service and how I can improve my game and procedures within the company I work for in order to give the best customer service and experience possible!" GIOVANNI CAMPOS , Apr 25 2016
Course rating of 4 stars
"The trainer was very clear and conveyed the modules in a very professional way, relevant to my work environment" Jessica Hyde, Apr 13 2016
Course rating of 5 stars
"Vivienne was a very good teacher. Was helpful and clearly has a lot of experience which made learning and understand much clearer." Mark Harrison, Mar 30 2016
Course rating of 4 stars
"The course was presented and delivered very comprehensively. I certainly got more out of the day than I thought I would and look forward to booking in to further courses." Jule Karvelyte , Mar 16 2016
Course rating of 5 stars
"Thank you!" Charlotte Miller , Mar 9 2016
Course rating of 4 stars
"Roy was very good and made the course enjoyable! I went to the course with the hope of adding to what I already know and to check that what I had been doing was correct. I feel that I am now able to adapt the way I am working to ensure I get the most relevant information from my customers and gain a positive relationship with them. " Richard Selby, Mar 9 2016
Course rating of 4 stars
"Graham has valuable customer service experience." Rebecca Womble , Jan 25 2016
Course rating of 5 stars
"I would just like to say Roy was a really great facilitator, informative, witty and interesting; made the day enjoyable." Raj Banga , Jan 21 2016
Course rating of 4 stars
"Just wanted to say thank you for the training, really helped see things differently" Thomas Proe , Jan 20 2016
Course rating of 5 stars
"The Tutor was excellent and good assist with every question/scenario presented to her." Rob McClarence, Nov 26 2015
Course rating of 5 stars
"ROY IS A GREAT TEACHER" louise Hague, Nov 26 2015
Course rating of 4 stars
"Roy made the course alot more enjoyable" Chris Taylor, Nov 26 2015
Course rating of 4 stars
"The instructor (Roy) was excellent. He laid out a well structured course and was extremely motivational." Dawn Hooper, Oct 21 2015
Course rating of 4 stars
"The Course Was very interesting and i enjoyed it." Mrs J Gentry-Clarke, Oct 21 2015
Course rating of 3 stars
"Enjoyed the course and the trainer was good."

MORE INFORMATION FOR
ACHIEVING CUSTOMER SERVICE EXCELLENCE

General Information

All Activia customer service training courses have been created, reviewed and developed to ensure up to date provision and constantly improving standards of content. Our Customer Service training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.

Class Sizes

Maximum class size for Customer Service courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.

Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.

For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.

How to book
Course, dates and delegate numbers
Decide on the Customer Service course you want, the date(s) you can attend, and the number of delegates involved
Training location
Also decide whether you want training at your offices or at one of our centres
Speedy course booking
You can use the Speedy Quote option to contact us for a quick price, or you can book online from the schedule on this website
Call us
if at any time you want help or advice, or you want to book on the telephone, just call us on 0333 6000 111 to speak to one of our friendly training advisors

Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

Also note: If you are a private individual you must pay by credit card at the time of booking.

The confirmation process
Course places allocated
Your place is allocated, along with workbooks (and lunches if it's at our centre)
Booking confirmation
You receive an official confirmation, with joining instructions (and directions if it's at our centre)
Training invoice
You receive a VAT invoice

Note: Please allow 1 - 2 working days for your confirmation and invoice.

What happens on the day

If you are coming to our centre, dress code is smart casual.   Refreshments and a free buffet lunch will be provided, but please note that, as a training company who relies on caterers, we are unable to reliably provide for differing dietary requirements, so if you are in any doubt then please bring your own.   The timetable is as follows:

9:15

ARRIVAL TIME

9:30

TRAINING STARTS

11:00

MID-MORNING BREAK



1:00

ONE HOUR LUNCH BREAK

3:15

MID-AFTERNOON BREAK

4:30

WRAP UP

Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !

For training at your offices, this itenerary can be varied by prior arrangement.

What you get

With your Customer Service training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.

Every delegate on a Customer Service course also gets an Activia Training Attendance Certificate.

GET IN TOUCH

Call us on:
0333 6000 111

   You can Email us direct (You'll usually get a response within 2-3 working hours)
   Or fill out the details below and we'll be in touch very soon:
SEND MESSAGE

CUSTOMER SERVICE EXCELLENCE

We can enhance your skills with courses in Customer Service skills at any of our twelve training centres UK wide, or we can come to your offices: if you have groups of three or more staff who need training, this is a very convenient, flexible and cost effective option. Moreover, most of our customer service courses are 1 day, which keeps "out of office" periods for attendees to a minimum.

We have been delivering customer service Excellence all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and results-driven provision of training courses in Customer Service to ensure constantly improving standards of quality.   So you can be confident that we have the expertise, and the experience, to give you a great return on your investment in Customer Service classes.

Why not contact us today to see how we can help with providing your Customer Service classes ?


Stay in touch

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Contact Details

Activia Training

Locations Address: Head Office, Regus House,
268 Bath Road
Slough, Berkshire SL1 4DX

Phone Sales:           0333 6000 111

Service:       0333 6000 555

Accounts:    0333 6000 777



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