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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
Mar 6, 2020
Manchester Piccadilly
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Mar 11, 2020
London Victoria
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Mar 13, 2020
Bristol Easton BS5
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Mar 25, 2020
Leeds West One
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Apr 1, 2020
Birmingham Queensway
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Apr 3, 2020
Tower Bridge
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Don't see a date you want?



lauren rhodes
, Jan 22 2020
"Julie was fantastic she definitely knew what she was talking about, and never failed to help if i was stuck on something. "

Course rating of 5 stars
Noel James
, Jan 10 2020
"Excellent trainer and very accommodating to our time limit and training needs! Very happy!"

Course rating of 5 stars
Anthony Myatt
, Jan 10 2020
"Very enthusiastic, very good at ensuring everyone is involved, fun and engaging."

Course rating of 5 stars
Hannah Lee
, Dec 18 2019
"The trainer was great, she had lots of knowledge and portrayed it really well."

Course rating of 5 stars
Lucy Evans
, Dec 13 2019
"Very thorough and educational "

Course rating of 5 stars
Ilona Kowalska
, Dec 13 2019
"Informative, definitely learnt to be more confident an assertive when dealing with difficult customers "

Course rating of 4 stars
Lily Treml
, Dec 13 2019
"was a good productive day, I learnt a lot from it and will take it on board."

Course rating of 4 stars
Magda Sykes
, Dec 13 2019
"interesting course."

Course rating of 4 stars
Daniella Stevens
, Dec 13 2019
"A really interesting day"

Course rating of 4 stars
Sammy Edwards
, Dec 13 2019
"Very well presented, relaxed and friendly training. All questions answered fully."

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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