Exceptional Customer Service

Course Overview

Do you recognize that customer care is the key to successful, profitable and enjoyable business, yet feel that your company or people within it are failing to deliver what is required?

While almost every course we deliver is in response to a perceived problem with the way staff work, your solution will be different because your staff, your environment and your marketplace are unique.

The concept of 'Customer Care' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation.

To achieve this, we work with you to define your objectives, the way topics need to be covered, and which skills improvements will be most effective.

The result? Your customers will be treated properly by your staff, who understands the importance of their role and how to fulfill it so as to maximize benefit to the company.

Course Objectives

This training course enables delegates to understand the vital importance of customer service to any organization and assists them to provide exceptional customer service, either themselves or through the actions of their staff.

Course Content

Introduction and Course Overview

What is Customer Service?

  • What is Customer service? 
  • Why is it important? 
  • What is in it for me? 
  • Service as a philosophy 
  • Exceeding Customer Expectations

Who Are Your Customers?

  • Internal Customers 
  • External Customers 
  • VIP Customers 
  • Customer Needs

Meeting Expectations

  • Timeliness 
  • Quality 
  • Consistency 
  • First Impressions


  • Telephone Handling 
  • Appearance of Facilities 
  • Appearance of Self 
  • Face to Face Contact


  • What is Communication? 
  • Barriers to Communication 
  • How We Can Remove Barriers 
  • Active Listening

Telephone Techniques

  • Initial Greeting 
  • Transferring Calls 
  • Putting Callers on Hold 
  • Taking Messages 
  • Dos and Don’ts of the Telephone 
  • Phrases to Avoid

Dealing with Challenges

  • If You Do Not Know the Answer 
  • When You Have to Say NO 
  • When the Computer is Slow 
  • Handling Unreasonable Expectations
  • Dealing with Skepticism 
  • When the Information You Need is Not Provided

Dealing with Difficult People

  • Coping Strategies: SOFTEN Acronym 
  • Categories of People and How to Handle Them

Seven Steps to Customer Problem Solving

  • Seven steps to Problem Solving 
  • Problem Solving in Different Situations

The Recovery Process

  • How to Recover and Build for the Future

Eliminating Customer Service Problems

  • Critical Evaluation 
  • Informal Surveys 
  • Focus Groups 
  • Nominal Group Technique 
  • Cause and Effect or Root Cause 
  • Brainstorming
  • Benchmarking

Doing Your Part

  • Relationships 
  • Clear Expectations 
  • Communication Styles 
  • The Power of Your Behavior 
  • Likeability 
  • How to Feel Powerful in Your Position
  • A Personal Action Plan

Course Methodology

The training is going to be highly interactive combination of lectures, group discussions, questionnaires, individual reflections, role plays, simulations and videos.

Target Audience

Anyone who either directly comes into contact with customers, both face-to-face, and on the phone, or who manages people who do.


2 Days (08:30–14:30) with appropriate breaks for tea/refreshments and lunch.

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