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bookings:   0333 6000 111
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Achieving Customer Service Excellence
Achieving Customer Service Excellence


The best solution for Customer Service Courses

A hands-on one-day course with free pre-course online skills testing
Need PRICES or DATES?  See the blue link buttons on the right  >>>

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


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

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.
Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do.


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.

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



Wendy Mitchell , Dec 12 2017
Course rating of 4 stars "I would just like to thank you for the training and to send a thank you to the trainer who managed to provide very good training."

Adam Marsh, Dec 12 2017
Course rating of 5 stars "it was very helpful and encouraged people to get involved."

Angela Jones , Nov 28 2017
Course rating of 5 stars "The tutor was excellent, she made the day interesting and got everyone in the group involved"

Gurdeep Kaur, Oct 3 2017
Course rating of 5 stars "It was a useful course, and I felt like I learned a lot in just one day!"

Olivia Punshon, Oct 3 2017
Course rating of 5 stars "Julie was excellent - thank you!"

Chloe Lee, Aug 9 2017
Course rating of 4 stars "It was great experience. "

CarolinaCigliutti , Aug 9 2017
Course rating of 5 stars "The Instructor is very experienced, I love the examples he used and his way of explaining."

Wayne Richardson, Jul 12 2017
Course rating of 4 stars "The instructor was fantastic!"

Tracy Collie, Jul 12 2017
Course rating of 5 stars "Good delivery of the course, made the day interesting and informative. Thank you"

Jessica Vallance, Jun 29 2017
Course rating of 5 stars "Terry was amazing! He was really engaging and got everyone involved. He explained everything in detail and always answered our questions. "

Lorna Bowman, Jun 29 2017
Course rating of 5 stars "Terry is the best man ever "

Rebecca Wilson, Jun 27 2017
Course rating of 4 stars "I would recommend this course to anyone wishing to improve their customer service skills and also their confidence when dealing with customers."

Zaneta Jaworska, Jun 26 2017
Course rating of 5 stars "very friendly mentor"

Callum Smith , Jun 6 2017
Course rating of 5 stars "Really Good And Learnt Alot From It"

Shaun Hodgkisson, May 11 2017
Course rating of 5 stars "The tutor for the course was lovely, he was very relaxed made me feel very comfortable, answered every question I had and gave me some amazing ideas for coaching with in the call centre"



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 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.


Call us on:
0333 6000 111

   You can Email us direct (You'll usually get a response within 2-3 working hours)
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We can enhance your skills with courses for 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 courses for 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 Courses for Customer Service from Activia.

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

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

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