Advanced Customer Services Skills

This training session is ideally suited to team leaders or office staff alike who deal directly with customers. Suitable for those who wish to gain essential skills or as a refresher.

Course Overview

In this one day customer service course delegates will learn how to apply best practice techniques to develop excellent customer service relationships with their customers.

Course Content

  • The difference between an internal and external customer
  • Why customer service is important
  • What you can do to create a positive first impression
  • Understanding the needs of different customers
  • The steps to take when handling a customer query/complaint
  • Overview of the BAR Independent Alternative Dispute Resolution Service
  • What is effective listening?
  • The elements that make up face-to-face communication
  • The importance of eye contact
  • Optional – How to provide great customer service over the telephone including how to handle angry and abusive callers.


One day

Maximum Delegates:


Price per Delegate:

Members: £145 + VAT

Non Members: £150 + VAT

NB: This course is available as an in-company option

Venues & Dates:

North London:

31 Jan


28 Jan, 25 Feb, 15 Mar, 26 Apr, 21 May, 13 Jun, 15 Jun, 24 Oct, 16 Nov, 6 Dec


30 Apr

To find out more information on this course or to book please contact us on 01923 699484 or email

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