Great customer service starts from within. This one-day course goes beyond communication skills — helping your team understand their emotions, reframe unhelpful thinking, and handle pressure with confidence, leaving every delegate with a personalised action plan to deliver a better customer experience from day one.
Habits, work environments, attitudes and beliefs can block great customer service — what staff believe about customers shapes how they behave and how customers respond. Communication training alone won’t fix this: people also need practical emotional-management skills to handle everyday pressures, reframe unhelpful thinking, and act proactively. We tailor the course to your needs, and every attendee leaves with a clear, personalised action plan to apply the learning and improve customer experience.
Course Outline
During this course, participants will explore key customer service principles and develop skills to handle customer interactions confidently and professionally.
Understanding Emotional Intelligence — Explore the core principles of Emotional Intelligence (EI) and how it directly impacts performance, customer satisfaction, and personal effectiveness.
The Power of Perception — Learn how perception shapes behaviour and decision-making and develop strategies to shift unhelpful perspectives into positive action.
Managing Emotional Triggers — Identify emotional triggers and practise proactive techniques to prevent reactive responses, building resilience in challenging situations.
Techniques for Emotional Control — Review practical tools such as reframing and other strategies to manage emotions effectively and maintain professionalism under pressure.
Creating Positive First Impressions — Master the use of positive, welcoming language to set the right tone from the very start of every customer interaction.
Questioning and Listening Skills — Enhance listening by overcoming barriers and apply effective questioning techniques to uncover customer needs and guide conversations smoothly.
Building Trust and Rapport — Learn how to use empathy, language, and adaptive communication styles to build rapport, foster trust, and strengthen customer relationships.
Leaving a Lasting Impression — Discover how to close conversations positively, ensuring customers leave feeling valued, understood, and more loyal to your brand.
Who should attend
This course is ideal for anyone who interacts with customers as part of their role, whether face-to-face, over the phone, or digitally. It is particularly valuable for customer service staff, frontline teams, administrators, and anyone responsible for delivering a positive customer experience and building long-term customer loyalty.
Would Your Team Benefit From Customer Service Training?
Find out how we can empower your employees to harness the full potential of their potential.
Explore how emotions influence behaviour and learn to recognise and respond appropriately to different customer states.
Understand the role of emotional intelligence in customer service, from self-awareness and empathy to building stronger, more positive connections.
Develop clear, confident communication skills that build trust, create rapport, and leave a lasting positive impression.
Practise active listening and learn questioning methods that uncover customer needs and provide the right solutions.
Gain strategies to stay calm, professional, and assertive under pressure, turning challenges into opportunities to build customer loyalty.
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.
