Excellence in Customer Service

Course Summary

This course will challenge you to think about how you deliver excellent customer service within your organisation. You will learn the disciplines, mindset and tools to sustain and lead the highest level of service for your customers.

During the delivery of the key themes, the tutor will use a variety of training techniques and exercises to explore the delegates’ thoughts and approach to customer service.


What is excellent customer service?

  • What does it look and feel like?
  • How do you deliver it?
  • How to establish what the customer wants?

What are the key values and behaviors required

  • How to set expectations (customer and employee)
  • How to take the initiative
  • Recognising the value of taking responsibility
  • Recognising the value of being accountable
  • How to adopt a “can do” attitude
  • How and when to go “above and beyond?”
  • Tailoring your approach to meet with the needs of the customer

The customer service toolkit

  • Communication
  • Listening
  • Building rapport
  • Dealing with conflict
  • The appropriate use of assertion

Course Benefits

After attending this course, delegates will understand the importance of providing excellent customer service and the impact that this can have on their organisation. They will learn new skills to assist them in increasing customer satisfaction through improved communication which, in turn, should lead to the acquisition of new customers, retention of existing customers and customer loyalty.

Tutor Profile

Richard Hamilton formed BIS Consultants Ltd in 2011 with the clear intention to provide no-frills consultancy and tangible support to businesses in terms of learning and development, organisational design, executive support and coaching.

Throughout his career - spanning over 30 years within both the public and private sectors, fulfilling senior roles in highly competitive and prominent local and international businesses - Richard has always believed that people are the most valuable asset that any organisation has at their disposal. The most successful companies that Richard has experienced are those that recognise the value of their key people and fully utilise their skills and capabilities accordingly.

As a result, Richard aspires to deliver interactive training based on knowledge and experience, enabling delegates to consider their own needs and requirements in order to help them develop new skills and approaches within their own working environments.

Course at a Glance

  • Next Start Dates: New dates TBA
  • CPD Points: 7
  • Course Cost: £295.00
  • Course Length: Full day (09.00-17.00)

There are no dates currently available for this course, If you would like to register your interest please complete the form below:

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