Customer Service

Who is the course for?

A one-day course that examines what the customer wants and some of the skills required to make sure we meet their needs.

This is an interactive and fun course, The content can be tailored based upon customer priorities and concerns.

This course is for anyone that comes into contact with the public as a part of their role.

What we expect you to gain:

At the end of the course delegates will be able to:

  • Understand what is good customer service and apply techniques
  • Understand the features of poor customer service and avoid this
  • Know who customers are and what they want
  • Understand what they are 'selling', and who are the competitors
  • Know the advantages of giving good customer service
  • Understand the difference between excellent and good service
  • Develop listening skills.
  • Deal with 'difficult' customers and complaint situations positively.

Course content:

  • What is good customer service
  • Techniques of good customer service
  • Understanding poor customer service
  • Who customers are and what they want
  • Excellent and good service - the difference
  • Listening skills
  • How to deal with complaints

Course Materials:

  • Fully comprehensive training notes


  • 1 day


  • CCL Offices, in-house or other agreed location.

Course Tutor:

  • Anne Barber