Customer Service Skills Workshop

Customer Service PROGRAMME

This Customer Service Programme can be tailored to suit the Business, Tourism and Retail Sector as required.

Training Aim:

This programme will give participants the knowledge and skills to deliver excellent customer service to internal & external customers within their organisation.

Learning Outcomes

As a result of completing this workshop participants will to be able to: 

  • Understand the vital role that customer service plays in the effectiveness of their organisation
  • Develop a fresh approach and attitude to internal and external customers
  • Refresh on a range of verbal & non-verbal skills in order to meet customers real needs
  • Demonstrate their ability to deliver excellent customer service

Course Content

Day 1:

Interactive & motivational sessions that cover the entire customer journey.

  • What is Customer Service?
  • Elements of a good quality service
  • Understanding customers’ needs and perceptions
  • Positive Attitude
  • How effective communications has an impact on delivering excellent service
  • Interactive exercises throughout

Day 2:

  • How to be engaging from the first point of contact
  • Building customer rapport/relationship with customers
  • Understanding and dealing with different types of customers
  • Dealing with disgruntled customers – The LAST approach
  • How to remain calm & composed in certain situations
  • Top tips for effective customer service
  • Skill Builder

The training, holistic in its approach combines theory with practice and provides an opportunity for participants to hear the benefits of implementing behaviours and process, see the benefits through demonstration of previous knowledge and apply them during a group exercise.

There will be evaluations through discussion at the end of each module and again at the end of the programme.  Participants will gain skills, strategies, and techniques to implement best practice customer service knowledge, skills and behaviours.

Participants will receive handouts to enable recording of notes from the tasks completed and will have the opportunity to discuss and explore issues relating to the content and the ways in which they have encountered various issues in their work.

There will be the opportunity for the training to allow participants to experience “real” situations and scenarios to transfer the theory of the course into practice.

Note – This Customer Service Programme can be tailored to suit your specific business needs.


Each participant will receive a CPD certified certificate on successfully completing the course.



Training Approach/Methodology:

PowerPoint Slides/ Practical Exercises/Group Work/Case Studies/Workbook/Discussion


2 x full days

Number of participants = minimum 10 to 15 maximum   

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