Exceptional Customer Service

In today's competitive markets, delivering exceptional customer service is increasingly important to differentiate you and your competitors. This course helps customer service providers understand the importance of their role and develop essential skills required to deliver superior performance i.e. service which doesn't just satisfy, it delights! - the words used, the way they are used and the actions taken to fulfill your customer's expectations. It also covers the difficult customer situations, when we need to respectfully say no, negotiate a solution or calm an angry customer when something has gone wrong in the service chain.

What does the training cover?

The training course covers:


  • Key themes in customer service research.

  • Exceptional Customer Service - what it is and what it isn't.

  • Moments of truth in customer service.

  • Creating service that 'delights not just 'satisfies'.

  • Consequences of poor service.

  • The 3 principles of exceptional customer service.

  • Rapport building.

  • First (and last) impressions count.

  • Superior service Questionnaire - How good are you?

  • In our customer's shoes - what does the customer expect?

  • The role of emailing in customer service.

  • Do's and Dont's of emailing.

  • Using assertiveness to respond to difficult situations.

  • Nature of anger.

  • Case study in dealing with angry people.

  • Tips and tactics around dealing with angry people.




1 day.


Who is it for?


All staff who are responsible to deliver service to others - customers, clients or internal customers.



Courses can be delivered at our Nuneaton training venue or at your own premises*.



* Customers must be able to provide suitable classroom and workspace facilities for the number of delegates booked.