Introduction to Delivering Excellent Customer Service

This workshop equips you with the skills to deliver consistent service excellence at every customer 'touchpoint'. It will also enable you to handle difficult situations and achieve increased customer satisfaction and loyalty.

The workshop will focus on the key actions required to achieve real excellence in customer service.

When will I start the course and how long will it take?

This course has various start dates. You will need attend College for one day.

If required, discreet dates for employers can also be set.

What will I study?

During the course you will study the following:

  • The importance of your role in relation to service excellence
  • Internal and external customers
  • The difference between a customer need and expectation
  • Greeting and welcoming people and using the telephone professionally
  • The customer experience and the customer journeys
  • How the customer journey can be impacted
  • What makes and good and bad customer experience
  • The importance of listening to our customers
  • How customer feedback is received and the importance of it
  • Understand the importance of customer service standards and Service recovery
  • The delegate as an Ambassador

How is it assessed?

There is no formal assessment. The aim of this course is to upskill and improve your knowledge of excellent customer services practices.

Do I need any previous qualifications to start this course?

There is no formal assessment. The aim of this course is to upskill and improve your knowledge of a particular area.

What are the course fees?

This total cost of this course is £150.00 per day.

What can I go on to do once I have completed this course?

Upon successful completion of this course, you may wish to attend one of our many other short business courses.

I'm interested in this course, what do I do next?

If you would like any further information in relation to this course, please contact our enquiries team directly on 0800 99 66 99 or email This email address is being protected from spambots. You need JavaScript enabled to view it. or drop into our next Enrolment and Information Event. Alternatively, submit an application form to secure a place.

Ref: Beth Nolan



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Why study Business with us?

Industry Experts

Lecturers and tutors have extensive experience in commercial industries.

Diverse Range of Topics

Explore a wide range of topics from marketing and accounting to management.

Employer Links

Work closely with local and regional employers on live briefs and projects. 

Flexible Qualification

A business qualification is adaptable across a wide range of sectors and industries.


Our excellent progression routes can lead to an apprenticeship, university or employment.

Valuable Insight

You will take trips abroad and in the UK to gain first-hand experience of the industry.