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


Confident Customer Service



* - required
For all customer-facing staff.

In this competitive economy, it is essential that you attract and keep loyal clients. The cost of marketing to new customers is increasing, traditional methods are showing less return on investment and loyalty is often a thing of the past. Everyone is looking for a better deal and improved – in fact, guaranteed – customer service.

Therefore, your customer service is critical to customer retention. If your company and your employees are not on top of their game, your customers will soon find many of your competitors who are on top of theirs.


Whether you are handling customers face-to-face or over the phone, it is essential that you master the skills of customer management in a practical and fact-driven way but using a warm and human touch to differentiate you from your competitors.

Customer Service is a structure and methodology for all the right reasons, not a fabrication of rhetoric for effect.

Whether you are handling customers face-to-face or over the phone, it is essential that you master the skills to manage the facts, your offer, and their aspirations or misunderstandings.

Our trainer here has nearly forty years of customer management in companies like P&O, Viking Line, Arsenal FC, Mercury, Cable and Wireless, Compaq, HP, Motorola, and HTC. His customers have faced terrorist threats, activity after 9/11 and ‘The Year2000 Threat.’

  • Ensure that employees have a consistent approach but use their personalities to achieve the best results.
  • Improves customer perception of your brand and encourages lasting impressions for the customer to come back and re-order.
  • Gives a structured methodology for employees to handle and winning around difficult customers
  • Improves staff/ customer management.
This one day course will:

Ensure that employees will learn how to confidently manage calls and face to face  portray a positive company image and deal with customers effectively

Give you methods and ideas to improve the perception of your brand

Increases employee confidence in handling difficult customers

Help your staff to deliver what has been promised to the customer.

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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