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Excellent Customer Service

This workshop is designed for people who are the "face and voice" of the company, and who work in customer-facing roles on a day to day basis. An understanding of the importance of first impressions and building the customer relationship is an essential part of the overall marketing strategy of any company.

Course content

The one-day course covers a wide range of highly relevant topics:

  • Identifying who your customers are, what they want and what they expect
  • What is the customer experience and how can it be improved?
  • Defining the difference between good and excellent customer service
  • Retaining customers through effective customer service
  • The 3 Rs of customer service (responsive, reliable, respectful)
  • Interpersonal communication and empathy – how to be more effective
  • Handling customer complaints efficiently
  • How feedback can be used to improve quality

Learning outcomes

By the end of the session delegates will:

  • Be able to define skills, knowledge and behaviours for best practice in excellent customer service
  • Recognise and explain links between excellent customer service  and real business benefits and outcomes

Progression routes

This course is part of the CPD Management Series and other workshops include:

Completion of four of the workshops in this series and a Work-Based Learning Report leads to a Middlesex University Certificate in Personal and Professional Development NQF Level 4.

For further information, please email our Business Development team or call 020 8411 5050.

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