Delivering Essential Customer Service

"Deliver a great customer experience and manage complaints effectively"

Overall Aim:

The aim of this workshop is to enable staff deliver excellent customer service and successfully manage customer expectations and deal with complaints, in order to satisfy customers and improve business.  Participants will learn how customers evaluate service, the importance of body language and the necessary skills required to deal with different types of customers; resulting in satisfied and loyal customers

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for all staff who work directly with customers – includes customer service, front desk, reception, administration etc.


After completing the workshop, each participant will be able to:

  • Communicate with clients confidently and professionally in all situations
  • Apply the 5 key factors (RATER) and deliver great customer service every time
  • Exceed customer expectations at each stage of the service cycle to unravel moment of truths
  • Put customers at ease, portray the right attitude, build trust and create empathy
  • Keep promises, keep customers informed, meet expectations & respond quickly and effectively
  • Learn to read body language when communicating with customers
  • Present a professional image and create the right impression even under pressure
  • Stand confidently and deal with large groups of people using effective eye contact
  • Learn to really listen to customers, ask the right questions and understand their needs
  • Encourage customer feedback and make it easy for customers to complain
  • Deal with criticism, remain calm, speak clearly and defuse the situation
  • Learn to be assertive when dealing with different personalities and aggressive behaviour
  • Apply transactional analysis in understanding behaviour – parent, adult & child
  • Differentiate between different levels of dissatisfaction and respond appropriately
  • Resolve customer issues and turn complaints into opportunities
  • Manage customer complaints and difficult situations in a confident and competent manner

Workshop Content:

  • Communicate effectively with customers in a professional and personable manner
  • The importance of customer service to meet customer’s expectations
  • How customers evaluate service - RATER (reliable, assurance, tangibles, empathy, responsive)
  • Exceptional service - exceed customer expectations at each stage of the service cycle
  • Understand the power of body language in communication
  • Present a professional image and create the right impression even under pressure
  • Apply the right attitude and deliver great impressions for good customer relations
  • Acknowledge customers using eye contact – stand confidently & create a presence
  • Calm the customer, show empathy, build trust and really listen to customers
  • Understand what customer’s really want - ask the right questions to meet expectations
  • Encourage and motivate feedback and complaints from customers to improve business
  • Deal with the 3 types of human behaviour – assertive, aggressive and submissive
  • Understanding  behaviour through transactional analysis – parent, adult & child relationship
  • Measure the severity of complaints to provide the appropriate response required
  • Excel in service recovery management - from complaint to satisfaction giving new opportunities
  • Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
  • Manage different types of customers and difficult situations positively

Training method:

The training will take the form of a one-day workshop, with group discussions, exercises & feedback based on individual/group needs.  Each participant will receive a workshop manual.

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