This course equips participants with the practical skills to deliver professional, high-quality customer service. Through real-world scenarios and hands-on techniques, delegates learn to build rapport, communicate effectively, and handle challenging situations — creating positive experiences across every interaction.
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.
Course Outline
During this Customer Service course, participants will explore the key stages in delivering excellent customer service:
Foundations of Communication – Develop strong communication skills through active listening, effective questioning, and clear language.
Communicating Beyond Face-to-Face – Learn how to engage customers confidently over the phone, email, and other non-visual channels.
Body Language and First Impressions – Understand how body language and simple behaviours create powerful first impressions.
Using Your Voice Effectively – Discover how tone, pace, and word choice influence customer engagement and trust.
Building Rapport – Recognise customer personality types and adapt your approach to create smoother, more productive conversations.
Handling Difficult Customers with Confidence – Manage challenging situations calmly and professionally while turning conflict into positive outcomes.
Accountability and Problem Solving – Take ownership, ask the right questions, and deliver solutions that build customer trust.
Representing Your Brand – Ensure every customer interaction reflects your organisation’s values and leaves a lasting positive impression.
Who Should Attend
This course is ideal for anyone who regularly interacts with colleagues, clients, or stakeholders. It is suitable for frontline customer service staff, administrators, team leaders, managers, and support teams who are responsible for delivering a positive service experience and building strong working relationships.
Would Your Team Benefit From Customer Service Training?
Find out how we can empower your employees to harness the full potential of their potential.
Deliver professional, consistent customer interactions that reflect a positive company image.
Strengthen the brand experience by building trust, loyalty, and long-term customer relationships.
Handle difficult customers with confidence using practical, solution-focused techniques.
Enhance communication skills through effective listening, empathy, and problem-solving.
Adopt a customer-first mindset to create positive experiences and long-term organisational value.
Course Reviews
Customer Service Training
Insightful, informative, calm, great learning environment. Interactive and engaging!
Customer Service excellence
Very well run with the correct level of interaction which allowed all members to speak openly and without fear
Conflict Resolution
Informative, encouraging, insightful. Anita was warm and approachable, and demonstrated the listening skills she was teaching.
Confident customer service
So informative, with out being rigid. Lots of fun activities, enabling you to look at things in a different perspective. Olivia has been great, really good at getting the best out of us.
Perfect pitch and handling objection
Effective positioning of key themes and coaching on how to apply in daily interactions. Mary led the training in an open and engaging manner and clearly demonstrated the core principles with real world examples to apply moving forward
Story Selling
Matt was the best trainer I’ve ever had in a class or course like this. Matt is a great trainer and helps sustain high energy and involvement all the time
A practical, high-impact course designed to help sales professionals take control of their time, sharpen focus, and consistently prioritise the activities that drive real commercial results.
A practical course that helps participants improve their telephone sales skills to build rapport, handle objections, and turn conversations into sales opportunities.
Performance Managing a Sales Team - A practical course designed to help sales leaders effectively manage performance, motivate their teams, and drive consistent results.
A practical course that helps sales professionals identify the right prospects, build a strong pipeline, and deliver compelling pitches that convert opportunities into business.
A one-day course combining emotional intelligence and practical communication skills to help individuals deliver consistently excellent customer service and build lasting customer loyalty.
A practical course that equips participants with the skills to confidently handle difficult customer interactions on the phone and achieve positive outcomes.
We offer a wide range of bespoke corporate training solutions across key areas such as leadership, management development, digital skills, workplace communication, customer experience, sales performance, project delivery, team development and professional skills. Each programme can be tailored to your organisation’s objectives, your people and the practical challenges they face at work.
Do you offer public courses?
No. Elliott Training does not currently offer public scheduled courses for individual delegates. We specialise in private corporate training courses delivered exclusively for organisations, teams and groups who require tailored training aligned to their business needs.
Are your courses bespoke?
Yes. Our courses can be tailored to your organisation, team and objectives. We can adapt the course content, examples, exercises, case studies and delivery style to reflect your sector, systems, processes and workplace priorities.
Can you create a bespoke course from scratch?
Yes. If you require a course that is not listed on our website, we can design a bespoke training programme around your specific requirements. This is ideal for internal projects, new systems, company initiatives, role-specific development or specialist skills training.
How long are your training courses?
Course length depends on the subject, objectives and level of detail required. We can deliver bite-size sessions, half-day workshops, full-day courses, multi-day programmes or larger training projects across multiple cohorts.
