• Certification
  • Supporting Material
  • 18-month Free course retake

Confident Customer Service



* - required


In this competitive economy it is essential that you attract and keep clients.  Customer service is a critical part of this process.

Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing; obtain important information and ensure your customer – or potential customer – leaves you/the call with a good impression of your company.

This one day course aims:

  • Ensure that employees portray a positive company image and deal with customers effectively
  • Improves the quality of your brand
  • Increases employee confidence in handling difficult customers
  • Improves employee communication skills as a whole

Communication skills

  • Understanding communication skills – listening, questioning, clear language
  • How to communicate in the absence of face to face interaction
  • Body language and the importance of a smile when you dial Smile
  • Voice – tone, pace, words
  • Personality types and building rapport

Handling difficult customers

  • Building personal confidence
  • The effect of words, tone and voice
  • Understanding the need for good listening skills
  • Developing a questioning technique, prompting answers on which to base decisions
  • Taking responsibility without taking the blame
  • Personal discipline and control, handling pressure

Understanding your company brand and goals

  • What image does your company want to portray?
  • How does your company want customers to feel?
  • What does your company want customers to say about it?
  • Learn how to encapsulate your company’s customer goals in your interaction with customers.
  • Surprise and delight the customer

Doing what you said you would do


Come into one of our centrally located training facilities. Small class sizes, industry experienced instructors, and many classes lead towards certification.


We can organise training for you. We can do it for only one person or a group. Give us a call an we can make arrangements for your course.


With our online toolbox let your global team learn together. Give us a call and we can make arrangements for your course.


If you can’t come to us we can come to you. Give us a call and we can make arrangements for your course.


You know that in the long term it pays to be skilled up in the latest software. But you’ll also know that, in the short term, investing in yourself can feel painful on your pocket. So we’ve got a solution that will help you learn the skills you need, at a monthly price that you can afford.

Introducing Academy Class Payments.

Because we’re committed to your success, we’re offering you the opportunity to pay for your training monthly, rather than the whole cost upfront. We want to remove every barrier we can to your success, and if having the flexibility to spread the cost of your training helps you, as it helps thousands of others, then let’s do it.



Academy Class Vouchers are a flexible, cost-effective solution for training multiple individuals within a team or across an organisation and allow any member within your organisation to book a training course anytime over a 12 month period.

Multiple users can make dramatic savings, booking 10 to 30 day training blocks from the Academy Class schedule. It’s up to you how many Academy Class Vouchers you purchase.

All you need to remember is that, the more you buy, the more you save.



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