Customer Service Skills Training – 16th May 2017

Cost £140 + VAT per person

 Group Discount available for bookings of two or more.

 The course will be delivered by a PTLLS qualified customer service skills trainer.

 This course will cover the following areas:

  • Communicating effectively
  • Managing customer expectations
  • Handling challenging customers
  • Dealing with complaints
  • Problem solving


This course is designed to assist staff handling customers to increase their confidence, in building relationships and by communicating effectively.  Staff will learn how to handle dissatisfied customers more assertively, offering reassurance and resolutions, excelling the customer’s expectations and managing customer expectations where their complaint cannot be satisfied immediately.  They will uncover the actual problems and suggest the correct solutions.

Course Content

  • Defining what a difficult customer is and what they really need from us.  Defining the customer service standards that we want & need to deliver consistently.
  • What customers expect when they complain, and how to manage these when there is a gap between their expectation and what can actually be delivered.
  • Looking at the psychology of the Behaviour Iceberg and the Behaviour Cycle and what these tell us about why difficult people react in the way they do and how our response influences their communication with us.
  • Factors that influence how we communicate – what we say, our attitude, our mindset, our assumptions, our voice, all influence the customer’s perception of us and the organisation. (include handout on e-mail etiquette)
  • Using questions and effective listening (not just hearing!) to improve how we identify customer needs and concerns.
  • Handling difficult customers; using empathy and defusing their emotion, and staying in control of our own responses.
  • Using a model to handle complaints, using assertive statements which show ownership of how their complaint will be progressed, and the importance of follow up.

Assessment and Certification

The course is delivered by an expert trainer and all candidates will be observed during training. Any written elements are straightforward and candidates would need a basic command of English (defined as Level 2) to complete them. We can also make special arrangements for anyone requiring assistance if requested in advance. Please contact us confidentially if you need any support, guidance or the assessment in a different language.


8:45am registration for 9:00am start until 4:30pm.  Refreshments and Lunch will be provided. 


Epsilon House, West Road, Ransomes Europark, Ipswich, Suffolk IP3 9FJ.  Directions and information will be sent upon booking. 


If you have any questions or need to contact us please telephone 01473 276 170 or email

Posted By

Clare Whight

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