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Leading Customer Service

1 Day Course
Rated 5.00 out of 5 based on 4 customer ratings
(4 customer reviews)


Quote Training At My Workplace

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Course Details

SKU: 2817S Category: Tags: ,

Team leaders, supervisors and managers leading teams interacting with internal or external customers. For team members, we recommend the one day Customer Service – Exceeding Expectations course available at Odyssey Training.

  • Lunch and refreshments
  • Hard copy workbook
  • Capped class sizes
  • eCertificate
  1. Rated 5 out of 5


    Trainer was excellent! Very engaging, passionate about all topics

  2. Rated 5 out of 5


    Roberta is a fabulous teacher. So knowledgeable. It’s a pleasure to attend her course

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One of the most desirable yet elusive aspirations in many organisations is to providing exceptional customer service, and leading a team to achieve this requires a specific set of skills.
Customers are now savvier than ever, with the ability to check up on anything you or your team says with a click on their smartphone. This course will give you the practical skills and techniques to guide your team to project a customer-centric approach and deliver your goods or services in line with customer expectations.


  • Define what great customer service is for yourself and others.
  • Understand how the service-profit chain affects your organisation.
  • Identify ways to truly meet your customers’ needs.
  • Develop the essential skills to coach staff to deal with a variety of situations and customer interactions.
  • Learn how to build conversations with your customers or clients that result in win-win outcomes.
  • Respond to situations and complaints requiring escalation with the right approach and emotions.

Topics Covered

Coaching for development
Coaching characteristics and skills, and how the ‘coaching to train’ process works.

Stop other people’s priorities becoming yours
Make the right choices when people bring you problems, issues, or tasks they want help with.

Understanding customer behaviours
The four positive intentions that drive customer behaviours.

When things get difficult
What to do when you start out with positive intentions, but people react with challenging and difficult behaviours.

Dealing with customers’ high emotions
The hardest part about dealing with difficult customer behaviours is dealing with people’s emotions.

Responding to and resolving customer complaints
The seven key steps to responding to customer complaints.

Defining ‘good customer service’
Understand that each customer’s expectation is different.

Getting serious about customer service
Discover the four actions your organisation needs to take.

The service-profit chain
Understand what drives growth and profitability in a service business, and a fulfilled mission in the public and not-for-profit sectors.

Moments of truth
Recognise the moments that determine customer experience and satisfaction levels. This is when quality, as perceived by the client, is created.

Meeting your customers’ needs
There are two types of customer satisfaction – rational and emotional. Do you know which is the best for your business?

Customers’ psychological needs
Understand four basic ways to meet your customers’ psychological needs.

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