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Foundations of Customer Service Excellence

Excellent customer service is essential for building customer trust, strengthening organisational reputation, increasing customer retention, and improving overall business performance. Customer-facing professionals must understand customer expectations, communicate effectively, resolve issues [...]

  • Course ID: CSX 001
  • Delivered by London Elite Training

– Course Overview

Excellent customer service is essential for building customer trust, strengthening organisational reputation, increasing customer retention, and improving overall business performance. Customer-facing professionals must understand customer expectations, communicate effectively, resolve issues professionally, and create positive service experiences consistently.

The Foundations of Customer Service Excellence programme equips participants with practical customer service principles, communication techniques, customer engagement methodologies, and service improvement approaches required for professional customer interactions.

– Learning Outcomes

By the end of this programme, participants will be able to:

  • Understand the foundations of professional customer service excellence
  • Apply effective customer communication and engagement techniques confidently
  • Improve customer relationship management and professionalism capabilities
  • Strengthen active listening and problem-solving approaches
  • Enhance complaint handling and service recovery methodologies
  • Improve customer satisfaction and service quality techniques
  • Build customer trust and long-term relationship management capabilities
  • Develop customer service improvement action plans

– Who Should Attend?

  • Customer Service Representatives
  • Frontline Service Professionals
  • Customer Support Teams
  • Administrative and Reception Personnel
  • Sales Support Staff
  • Professionals responsible for customer interactions
  • Course Outline
DAY 01
Foundations of Customer Service Excellence
  • Understanding customer service and organisational value creation
  • Principles of professionalism and service excellence
  • Customer expectations and service quality fundamentals
  • Roles and responsibilities within customer-facing environments
  • Building customer trust and positive first impressions effectively
  • Communication awareness and service professionalism techniques
  • Workshop: Customer service capability assessment exercise
DAY 02
Customer Communication & Relationship Building
  • Effective communication within customer service environments
  • Active listening and questioning methodologies
  • Verbal and non-verbal communication techniques
  • Building rapport and positive customer relationships
  • Emotional intelligence and communication adaptability approaches
  • Managing customer expectations professionally and confidently
  • Exercise: Customer communication workshop
DAY 03
Customer Needs, Problem Solving & Service Support
  • Identifying customer needs and service expectations effectively
  • Problem-solving methodologies within service environments
  • Managing customer requests and operational challenges professionally
  • Service responsiveness and communication transparency principles
  • Supporting customer satisfaction and service consistency approaches
  • Cross-functional collaboration within customer support environments
  • Workshop: Customer problem-solving simulation exercise
DAY 04
Complaint Handling & Service Recovery
  • Understanding customer complaints and service recovery principles
  • Managing difficult customer situations professionally
  • Conflict resolution and de-escalation methodologies
  • Complaint investigation and response frameworks
  • Restoring customer trust and maintaining professionalism effectively
  • Service recovery communication and follow-up approaches
  • Exercise: Complaint handling case study workshop
DAY 05
Service Improvement & Customer Experience Development
  • Continuous improvement and service optimisation methodologies
  • Customer feedback collection and service evaluation techniques
  • Building customer loyalty and long-term engagement approaches
  • Managing service performance and accountability frameworks
  • Final customer service simulation and presentation exercise
  • Developing personal customer service action plans
  • Programme evaluation and final review

Duration

  • 5 Days

In Person (Special Discount for this period only!)

  • £ 4,500
  • 3,950

Online (Special Discount for this period only!)

  • £ 2,300
  • 1,750
  • Global Locations
  • London
  • Dubai
  • Barcelona
  • Paris
  • USA
  • Online
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Corporate groups of 2+ are eligible for a 15% discount. Enquire here

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