Great Customer Service

By adopting a professional customer service manner, companies can not only increase customer’s confidence, but more importantly – increase business. This course will benefit any sales or office personnel who deal with customers on the telephone, by email or face to face and are in a position to influence the relationship between you and your customers.


Confidence and first impressions are certainly vital when customers call you. Recording relevant data when speaking with customers shows you’re attentive and customer centred. Additionally, encouraging regular communication with customers can help maintain customer loyalty.



To develop the skills necessary to make every single customer 100% satisfied with the services and products a company provides.



By the end of the programme you will be able to:

  • define Great Customer Service
  • understand what customers expect of us and how customers form their opinion of us
  • deal effectively with customers on the telephone
  • practice email etiquette
  • take responsibility for customer queries
  • deal with customer’s fairly
  • handle complaints in such a way that customers remain loyal
  • manage angry customers and achieve win:wins



What is good customer service?

  • Why is it Important?
  • Understanding how others perceive you
  • Projecting the correct Self & Company Image


Enhancing Listening skills

  • Creating the core of any relationship
  • Deciding to listen
  • Understanding others


Understanding yours and others non verbal behaviour

  • The 3 V’s of communication – verbal – vocal – visual
  • Creating Rapport over the telephone
  • Email etiquette that moves things forward and resolves problems


Handling Complaints and Difficult Situations Professionally

  • Effective questioning skills
  • Showing Flexibility and understanding
  • Resolve problems and complaints fairly


Getting to win:win with customers

  • Being assertive but fair
  • Saying No in ways that maintain the relationship
  • Achieving the best outcome for both parties


Action Planning

All training courses will follow government guidelines, including social distancing rules – further details will be provided prior to the date of the course.


Please Note:  A minimum of four delegates is required to run this course.  Should bookings not reach the minimum number this course may be rescheduled.

09:30 AM - 16:30 PM
The King's Church
The King's Centre 33-35 Victoria Road Burgess Hill RH15 9LR GB

Please see our terms and conditions for our cancellation policy. You must agree to these conditions before continuing to book.

Prices (excludes VAT)






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