Customer Service Skills
Professional Customer Service training course informationInstructor Led Customer Service Training
Customer Service That Wins Loyalty
A practical one day course that sharpens the communication skills and attitude behind real customer care, face to face and on the phone. Delivered at your premises or live online.
20+ yearsTraining experience
1 dayAnyone with customer contact
UK wideOn site or live online
Some of our clients
Turn every contact into a good impression
The first contact is a vital moment to establish credibility, and it is important that a positive lasting impression is made every time. This one day course refines the communication skills and attitudes that transmit real customer care, whether delegates deal with customers face to face or on the telephone.
With trainers based across the UK, we bring this course to your premises nationwide, run it live online via Microsoft Teams, or welcome you to one of our public course venues. Wherever your team is based, we can deliver it.
It pairs well with our Telephone Sales Techniques course, or run this course as a live remote class via Microsoft Teams.
- Free training needs analysis before your course
- Tailored with your real workplace scenarios
- Free telephone & email support after your course
First Impressions
Make every first contact count, whether face to face or on the phone.
Confident Communication
Word choice, tone and body language that build rapport and trust.
Handle Demanding Customers
Practical techniques for the more difficult conversation.
Turn Complaints Around
Put things right and turn a problem into an opportunity.
Three ways to book your course
Send one or two people to a scheduled public course, or bring the whole team together in house or live online.
Option 1
Public Course
Classroom Place
£295 + VAT
One day classroom · per person
Preston, Liverpool, Manchester & London
Preston, Liverpool, Manchester & London
- Ideal for one or two people
- Learn alongside delegates from other organisations
- Reference materials & certificate
Option 2
In House
Full Day Group Course
£745 + VAT
Total group price
One day · up to 8 attendees
At your premises
At your premises
- Reasonable course tailoring included
- Trainer travel included
- Reference materials & certificates
Option 3
Live Online
Full Day Group Course
£695 + VAT
Total group price
One day · up to 8 attendees
Delivered via Microsoft Teams
Delivered via Microsoft Teams
- Same content, same trainer, from anywhere
- Reasonable course tailoring included
- Reference materials & certificates
Who should attend
This course will benefit staff who have direct contact with customers or clients and who wish to improve their customer contact, reception and telephone skills.
*In house and live online prices are per course for up to 8 attendees and include reasonable tailoring and supporting reference material; the in house price also includes trainer travel. Public course price is per delegate. Book 2 or more delegates on the same course and receive significant discounts, click here for information. Training a larger group or several teams? Speak to our team and we’ll help you work out the best way to run it.
Course Outline
1. Why Customer Care
- Survival in today’s competitive market
- Customer levels of expectation
- The increasing importance of the human factor
- Customer profile and common denominators
- How attitudes change
- Different behaviours and personality types
2. The Customer Journey
- Making the first impression really count
- Maintaining the highest level of professionalism
- Best customer practice standards of excellence
- Codes of behaviour
- Strategies for handling the more demanding customer
3. The Power of Communication
- Telephone and reception basics
- Word power, tone and attitude
- Techniques for building rapport
- Transmitting and recognising body language
- Telephone best practice standards
- Active listening skills
4. Turning Problems into Opportunities
- Putting things right when they go wrong
- Solving customer problems
- Handling complaints
- Pooling knowledge to improve efficiency
5. Making a Commitment to Getting it Right
- Maintaining a positive attitude and high energy
- Individual and team accountability
- Looking to the future
More than just a training day
Tailored Content
Built around your team’s real workplace scenarios
Expert Trainers
Instructor led, at the pace of your attendees
Reference Materials
Handouts and supporting materials for every attendee
Certificates
Course completion certificate for each attendee
Free Aftercare
Telephone & email support after your course
Training created for every kind of brain
People don’t all learn the same way, and a great course shouldn’t assume they do. Every Keys Training course has been adapted for different types of learners, including neurodivergent attendees and people with disabilities, so everyone in the room gets the same value from the day.
Whether someone has dyslexia, ADHD, autism, a hearing or visual impairment, or simply prefers to learn by doing rather than listening, our trainers adjust the pace, materials and activities to suit the people in front of them.
Every course has been assessed by accessibility experts to make sure it’s accessible and beneficial for all.
Neurodiversity aware
Clear structure, plain language and varied activities that work for dyslexic, ADHD and autistic learners.
Accessible materials
Handouts and slides designed for readability, with formats adapted on request for individual needs.
Adjusted to the room
Small groups mean the trainer can flex pace, breaks and delivery style around each attendee.
Expert reviewed
Every course has been assessed by specialists to make sure it’s accessible and valuable for everyone.
Frequently asked questions
Who is this course for?
Staff who have direct contact with customers or clients and who wish to improve their customer contact, reception and telephone skills. No previous training is needed.
Can the course be delivered remotely?
Yes. As well as running the course at your premises, we deliver it as a live online class via Microsoft Teams, the same trainer led day, at a lower group price.
Can the course be tailored to our organisation?
Yes. The closed, in house course is customised to your requests, using your own real workplace scenarios where helpful, with reasonable tailoring included in the fee.
How much does the course cost?
A tailored in house course is £745 + VAT, or £695 + VAT delivered live online, both for up to 8 attendees. A place on a scheduled public course is £295 + VAT per delegate, with discounts for booking 2 or more delegates on the same course.
What will I be able to do after the course?
- Make a confident, professional first impression every time
- Communicate clearly and build rapport, face to face and by phone
- Handle demanding customers and difficult conversations
- Turn a complaint into a positive outcome
- Maintain a consistently positive attitude under pressure
Where do you deliver public courses?
We run scheduled one day public courses at our venues in Preston, Liverpool, Manchester and London. Prefer an in house or live online course instead? Those run UK wide, wherever your team is based.
Do your trainers travel to deliver in house training?
Yes. We have trainers based across the UK, and trainer travel is included in the price of every in house course, there’s no extra charge for us to come to your premises, wherever you’re located.
Ready to build a team that keeps customers coming back?
Speak with a training advisor to arrange a tailored Customer Service Skills course for your team, at your premises, live online or on a public course.
Or call us on 0345 450 0051 to speak with a training advisor today.