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

Confident Customer Service



* - required

The whole world of Customer Service has changed. Since the explosion of Social Media, every single individual has an equal voice. Opinion and customer perception means that we have to up our game and be authentic, trustworthy and reliable. Wherever we fail, we can expect appropriate reaction from customers.

After-sales and customer satisfaction is not a gesture, some way to charm customers back. It needs seriously thinking through as to why the customer has been let down. Loyalty is fragile because every customer has choice. Winning back can be time-consuming and it often seems like unproductive time. In fact, the reverse is true. Customers you have won back – by being fair and open – will be supporters.

Who is it for? 

Everyone who talks with customers, at all levels, especially where it’s a competitive market.

Assumed knowledge

It’s likely you are at the sharp end right now, with some experience of talking with customers. 

What you will learn

This course will help you think positively about working with difficult situations and with reverse-marketing. It will develop you and your company to stay in step, or ahead of your customers and competitors.

The course leader, Paul Sampson, has been dealing with tricky situations for most of his life, training marketing and service teams and working with challenging customers like P&O, MI5, Home Office, Barclays, RBS, etc but also with SMBs and sole traders.

Our 6-steps principle will give you the distinct art, skill and the tools for handling customers.

This one-day course will help you to deal with objections and complaints and with unhappy or angry people, coaching your team, customer value, and case studies for us to work through.

Using examples from psychology, (nothing too heavy) you will learn how to work Case Management – there is a structure but it’s not over-prescriptive because it must be about you and to work for your business and personal style.

Verbal and body language styles.

How to avoid being ‘led’ by the client. Contracts and how to avoid ‘further action’ – legal, or otherwise.

Case Trending and reporting

Root Cause and Get-Well plans

Handling complaints – Email and letter writing

How to retain your customers and avoid bad press on social media. With hands-on practice, letters and email.

You will get good at it!

Your Presenter is Paul Sampson who led the Service teams at Mercury, Compaq, Motorola and HTC.

Courses may alter to suit candidates’ particular preferences or specific requests in advance.

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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