This intensive one-day course equips delegates with the practical skills and emotional intelligence required to deliver exceptional customer service. Participants will explore the cost of poor service, master key communication techniques for phone and face-to-face interactions, learn proven frameworks for managing complaints, and develop specific scripting strategies to turn negative experiences into loyalty-building opportunities.
What if every customer interaction could build loyalty instead of risking it?
This one-day course transforms how you connect with customers — turning complaints into trust and service into strength.
You’ll gain practical skills to listen deeply, respond with empathy, and handle tough conversations with confidence — whether on the phone or face to face.
Discover the real cost of poor service and how excellence protects your reputation and bottom line.
Learn to de-escalate tension using proven frameworks — not scripts, but strategies that feel human and work.
By the end, you’ll know exactly how to turn negative moments into lasting loyalty.
It’s a full day of immersive learning — available as an open course, closed group session, or one-to-one coaching — and counts towards six CPD hours.
To find out more, contact us at lets talk at e q v dot co dot uk.
Counts towards 6 CPD Hours1 Day9:00 - 5:00 for GroupsOpen Public & Closed Group
Please reflect on one or more of the questions below and come prepared to discuss your responses during the session.
Self-Assessment: On a scale of 1–10, how would you rate your current skill level in this subject? What factors influenced your rating?
Development Focus: Identify one specific behaviour, skill, or capability you would like to improve or develop further.
Relevant Examples: If possible, bring one or two relevant examples or scenarios from your experience that you would be willing to share with the group.
What You Will Learn
Analyse personal experiences as customers to identify key drivers of satisfaction and dissatisfaction
Evaluate the financial and reputational costs of poor service versus the benefits of excellence
Demonstrate active listening and empathy techniques across telephone and face-to-face channels
Apply the HEART model to de-escalate conflicts and resolve customer complaints effectively
Adapt communication styles to manage difficult customers while maintaining professional boundaries
Formulate specific 'Yes' pivots to replace negative 'No' responses in daily interactions
Understand authority levels and compensation guidelines to resolve issues without escalation
Formulate a personal strategy to improve service delivery within their specific role
Your Post-Course Challenge
Within 30 days, apply the HEART model in at least five real customer interactions.
Identify one 'No' phrase you use regularly and replace it with a 'Yes' pivot.
Share one example of a 'Service Recovery' success with your manager.
Reflect on how your internal service to colleagues has improved.
Counts Towards 6 CPD Hours
This course contributes 6 hours of Continuing Professional Development. Delegates can log these hours as evidence of structured learning for professional bodies and employers.
This course is designed for anyone who interacts with customers as part of their role and wants to improve the quality of those interactions. Whether you're new to customer-facing work or looking to refresh and enhance your approach, this training provides practical tools to build confidence and consistency in service delivery.
This course is ideal for:
Customer service advisors who handle enquiries and complaints daily and want to strengthen their impact
Retail team members seeking to create positive in-person experiences that encourage repeat business
Call centre operators aiming to improve call quality and customer satisfaction scores
Front desk staff in hospitality, healthcare or professional services who represent the first point of contact
Account managers who need to maintain strong relationships while addressing client concerns
Team supervisors looking to model excellent service practices for their teams
No prior experience needed
This course is accessible to individuals at all experience levels — no formal background in customer service is required. Whether you are starting out or have years of experience, the content is structured to meet you where you are and support your development.
What you will take away
Delegates leave with increased confidence in handling customer interactions, a clearer understanding of what drives satisfaction, and practical approaches to turn challenging moments into opportunities for trust and loyalty. You’ll gain a personal action plan to apply improvements directly in your role, helping you deliver service that feels both professional and genuinely helpful.
For Groups & Teams
We can deliver this training session in several ways to suit your organisation’s needs:
Open Public Course
Join delegates from other organisations on a scheduled date
Closed Group
Exclusively for your team, using your real scenarios
In Person
Face-to-face at your premises or a venue of your choice
Virtual
Live, interactive online delivery via Teams or Zoom
One-to-One Coaching
Personalised sessions tailored entirely to you
Have two or more people to train?
You may want to consider a closed group course. Benefits include:
Cost effective for teams
Choose a date to suit you
Customise content and timings
No minimum delegate numbers
Uses your real-world scenarios
Builds shared language in your team
Contact us on [email protected] to discuss specific dates and delivery requirements.
How Our Tutor-Led Courses Are Delivered
Before the day
Delegates are given pre-work to complete before attending. This ensures everyone arrives with relevant context and real scenarios from their own experience, so learning is immediately relevant and actionable from the first minute.
On the day
Our sessions are participative and highly interactive. We don’t do “death by PowerPoint” — instead, the day includes a variety of engaging activities throughout:
Real-world casework using your scenarios
Practical hands-on exercises
Real Play (not role play) simulations
Peer learning and group discussion
Case studies and scenario work
Facilitated discussion and structured reflection
What you leave with
Participants leave with:
Practical tools — frameworks and models you can use straight away
Clear action plans — specific next steps tailored to your role
Greater confidence — built through intensive, realistic practice
Skills you can apply immediately — not theory, but techniques tested during the day
After the day
Post-session measurements and a 30-day challenge ensure that learning is embedded and behaviour change is sustained.
Key Features
Course Duration is 1 Day
Engaging tutor led event
Comprehensive course materials
Certificates of attendance
Access to Customer Portal (course bookers)
Course Guarantee
Priced per delegate per day for open public course
From: £449.00 Plus VAT
Can’t see a suitable date? Please request a date here
Payment available via all major credit cards or Invoice. All options available during the online booking process.
