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Customer Service Excellence
Customer Service Excellence


The best source of Customer Service Courses

A hands-on one-day course with free pre-course online skills testing
See Our Latest Reviews on TrustPilot:
CPD accredited course

Note: this Customer Service Excellence course is CPD certified.
It is delivered as a classroom course.
This means that not only has it been rigorously assessed in terms of content and quality, but it comes with a FREE CPD Certification certificate, as well as an Activia diploma of completion.
We are a corporate member of the CPD: the highest level of association available.


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


This is a one-day training course structured into 10 modules


Is our new one-day Customer Service course up there with the best?

We know it is!

Prepare yourself for a great, interactive and informative day where you will be given a thorough understanding of great customer service, and the skills and proven techniques to really excel in what you do.

As with all our courses, there's lots of interactivity, with questions, exercises, and discussion points.

What's more, you get a workbook for your notes as you go along, and which you keep so you can refer back to it after the course.


This course has been designed to suit anyone in a customer service role - either in the front line or in a supervisory or line management position.


Please note, this is a new course, with more interactivity, more content and a completely revised and updated agenda.

We're sure you'll love it!


It's not just about sales, is it?

The way you deal with your customers when they have a problem speaks volumes about you - and the way they will think of you.

In this hands-on, interactive course, we take you through all you need to know to understand what it's all about, and how to do a great job.

After the course, you'll return to you job empowered to be more successful, productive - and happier too!


At the end of the day, delegates will be able to:

  • Appreciate what Customer Service is, and why it is important
  • Understand the change nature of customer expectations and how to meet them
  • Learn how to solve the three main types of customer problems
  • Deal confidently and assertively with difficult people
  • Use communication skills effectively and overcome barriers
  • Understand which personal skills will help you in your role
  • See how exceptional customer service is based on six areas
  • Know how great customer service benefits everybody involved

Want to see prices and options for delivery of your training?

MODULE 1:  Introduction and Course Overview
Topics covered:
  • Learning Objectives
  • About the Course
MODULE 2:  The Importance of Customer Service
Learning outcomes:
Understand what Customer Service is and why it's important to your role within your organisation
Topics covered:
  • What is Customer Service?
  • Who Are Your Customers?
  • Customer Needs versus Wants
  • What's In It For Me? (WIIFM)
MODULE 3:  Understanding Customer Expectations
Learning outcomes:
Learn how customer expectations are changing in the modern world, and how best to meet them
Topics covered:
  • Do Not Go Too Far!
  • Types of Expectations
  • Meeting Expectations
  • The Value of Exceeding Expectations
  • How Do You Exceed Expectations?
MODULE 4:  Solving Customer Problems
Learning outcomes:
See how to solve the very different problems associated with questions, complaints and conflict
Topics covered:
  • Handling Complaints
  • Resolving Conflict
  • Answering Questions
  • Questions, Complaints and Conflict
  • The 5 Stages of Solving Customer Problems
MODULE 5:  Turning Customers Around
Learning outcomes:
Understand how to respond professionally and appropriately to a range difficult situations
Topics covered:
  • Dealing with Angry Customers
  • Dealing with Difficult Customers
  • Dealing with Unprofitable Customers
  • Dealing with Customer Feedback
  • Turning a Problem Into a Solution
MODULE 6:  Communication Skills for Great Customer Service
Learning outcomes:
Be aware of the importance of communication and learn how to communicate with your customers in a more positive way
Topics covered:
  • Listening Quiz
  • About Communication
  • Questioning Skills
  • Active Listening
MODULE 7:  Personal Skills for Great Customer Service
Learning outcomes:
Learn how you can be more positive in your role by acquiring and developing personal skills
Topics covered:
  • The Likeability Factor: How Can You Be More Likeable?
  • Managing Stress
  • Time Management
  • Assertiveness
  • Positive Mental Attitude
MODULE 8:  The Structure of Customer Service Excellence
Learning outcomes:
Learn about the six pillars of great customer service, moments of truth and setting effective personal goals
Topics covered:
  • The Six Pillars of Customer Service Excellence
  • Moments of Truth and Delivering Excellence
  • Adopting Personal Service Standards
MODULE 9:  Keeping Your Customers
Learning outcomes:
Understand how great customer service benefits everyone and see how to increase loyalty by tapping into the right emotions
Topics covered:
  • The Benefits of Customer Retention
  • Customer Benefits
  • The Four Levels of Customer Loyalty
  • The Emotional Needs that Drive Customer Loyalty
  • Are You Ready to Inspire Your Customers?
MODULE 10:  Your Personal Action Plan
Topics covered:
  • Set up your plan of action for the future

Want to see prices and options for delivery of your training?

Customer Service Excellence
Oct 2, 2019
Birmingham Queensway
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Oct 4, 2019
Tower Bridge
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Oct 16, 2019
Manchester Piccadilly
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Oct 25, 2019
London Victoria
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Nov 8, 2019
Leeds West One
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Don't see a date you want?



Barbara Harris
, Jul 12 2019
"Some good tips and ideas"

Course rating of 3 stars
Tracey Nunn
, Jul 12 2019
"the training was good and useful"

Course rating of 2 stars
Tracey Rolt
, Jul 12 2019
"The instructor was very informative. He new the subject well"

Course rating of 3 stars
Martyna Onysk
, Jun 19 2019
"I think the course was well-structured and overall a very valuable experience."

Course rating of 3 stars
John Ross
, Apr 12 2019
"Very good trainer who had a great knowledge of subject and was able to involve class at every opportunity."

Course rating of 5 stars
, Feb 15 2019
"Excellent course - fun and informative. Paddy was a great and enthusiastic trainer"

Course rating of 5 stars
John Sinclair
, Feb 15 2019
"Our Lecturer Patrick was excellent, thorough, enthusiastic and full of energy. I look forward to being in another of his classes in the future. "

Course rating of 4 stars
Esther Dahan
, Feb 15 2019
"Paddy was a-m-a-zing!"

Course rating of 5 stars
Tina Woffington
, Feb 6 2019
"friendly approachable trainer., very engaging."

Course rating of 5 stars
Max Wilson
, Jan 9 2019
"Taking this course was extremely worthwhile for our team. We all felt the Dave was a superb trainer, kept everyone engaged with the content and delivered it excellently. As well as sharing his expertise in addressing our weak points. "

Course rating of 5 stars
Susannah Quinn
, Dec 6 2018
"Thanks very much to Alan for training us."

Course rating of 5 stars
Angela Brooks
, Nov 28 2018
"Latvia was a lovely trainer and so helpful and professional. Very motivating and talented lady!"

Course rating of 5 stars
Justin Cooper
, Nov 8 2018
"The lady covering the course was great. Used specific examples to my company and made the course enjoyable throughout the day."

Course rating of 5 stars
Chris Baker
, Oct 16 2018
"Paddy was a great tutor who was very informative and had loads of experience!"

Course rating of 5 stars
Sarah Radbourne
, Sep 21 2018
"Very enjoyable course, excellent tutor"

Course rating of 2 stars
Christine Leaddley
, Sep 20 2018
"Good interaction with everyone, things explained well and good day all round. Lady was very pleasant."

Course rating of 5 stars
, Sep 11 2018
"The trainer Sukhi was lovely. It was an enjoyable course and Sukhi was very approachable and friendly."

Course rating of 3 stars
John Hill
, Aug 30 2018
"Enjoyable course - excellent trainer - thanks"

Course rating of 5 stars
Anita Zinto
, Aug 21 2018
"Really enjoyed the course. Gained skills that I will take away. "

Course rating of 5 stars
Harrison Lakin
, Aug 13 2018
"All good !"

Course rating of 4 stars
michael johnson
, Aug 13 2018
"fantastic training"

Course rating of 5 stars


General Information

All Activia customer service 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 the trainer, workbooks and exercise files if appropriate
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 in the form of tea/coffee will be provided for morning and afternoon breaks, but please note that we do not provide lunch.   The timetable is as follows:













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 itinerary 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.


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:

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