An introduction to Customer Service


Course aim


The purpose of this course is to provide participants with the necessary skills to present the best possible image of the organisation in order to maintain and enhance customer satisfaction. . It also aims to enhance their interpersonal communication with other departments in the organisation.

Course duration:

1 day


Course content:


The vital role played by customer service

Creating a positive impression of the organisation

The basic rules of customer service

The process of communication within the customer service cycle and dealing with other departments

Communication skills: listening, reading and questioning techniques

How to give feedback effectively

Dealing with challenging customers and conflict situations


Participants will also develop their writing skills with particular regard to:

Structuring correspondence

Choosing the most appropriate language for the target audience

Tailoring the style and tone of the correspondence

Training methodology:

Theoretical input plus interactive sessions where participants are encouraged to ask questions, make comments and share their own customer service experiences.

The course includes instructional videos (customer service scenarios), practical exercises and role-plays in which participants apply the theory and skills covered throughout the course.

The overall day will help facilitate team development and provide a forum for discussion and agreement on some key strategies/goals for implementation and moving forward.