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    • Home
    • About us
    • WFH Skills Refresh
    • Live Online Training
    • Contact Us
    • Customer Service Skills
  • Home
  • About us
  • WFH Skills Refresh
  • Live Online Training
  • Contact Us
  • Customer Service Skills

Online Customer Skills Training Booster

Ideal for all WFH cusotmer service staff

A live online skills-boosting course that is interactive and engaging. 

The focus of this engaging half-day training course is to boost your practical and proven ways of improving customer service skills and improve support standards.  Delivered on Zoom.

Priced per person from £49 plus VAT

Two 90 minute live online sessions and eLearning.

Live online training - Brilliant Customer Service

Inspriing and fun

Six essential topics - including managing expectations, telephone techniques and service excellence.

Live online customer service skills PDF

Sixty second summary - customer skills online

Live online training

Customer service training

Half-day online training - Customer service skills course

Run this online half-day customer service training course in your business.


  • Improved communication and customer service skills by phone, face to face and email
  • Greater consistency, professionalism, ownership and accountability of customer service issues
  • Managing customer expectations for improved customer service and satisfaction

Learn More

Available as an affordable in-house training and elearning course, customised free.

Run this Brilliant course in your business - find out more:

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Free quotation, detailed outline and training needs analysis.

Brilliant Customer Service

hq@brilliantcustomerservice.co.uk 07515 851 691

Brilliant Customer Service - Course Outline

Skills, knowledge and attitude to improve customer service

Brilliant Customer Service and Skills Training 

One-day training workshop. 09.30am to 4.30 pm 


Delivered in-house, on your site by an experienced facilitator and includes free personalisation of learning examples and exercises.


1. What is Brilliant Customer Service and support?

  • What is it that your customers want, like and expect?
  • The skills, mind-set and behaviours required to deliver customer service excellence
  • Critical success measures


2. How to make every customer feel important

  • Understanding the dual expectations of every customer: logical and emotional
  • The SPECIAL model - creating customer satisfaction naturally and consistently
  • Applying these principles to your job role and customer type - practical exercises


3. First and last impressions best practice on the telephone

  • Brilliant first impressions - welcoming – the first thirty seconds
  • Brilliant last impressions - making every support call a positive experience
  • How to use behavioural flexibility to create a more positive experience for customers


4. Email etiquette and writing skills 

  • How to write clear, positive and professional emails
  • Top recommendations for email best practice and etiquette.
  • Practical tips on how to edit and proof-read emails for accuracy, brevity and clarity.


5. Questioning and listening techniques

  • How to ask for information in a timely and constructive way (verbal and written) 
  • How to show people you are listening to them – including telephone, email and social media!
  • Practice listening sessions using email and call planning


6. Turning problems into opportunities 

  • How to respond positively – not react negatively in writing
  • How to plan and conduct difficult conversations on the telephone
  • Practice session using email and telephone planning


Personal Application Plan

  • Planning for change – presentation of individual learning summary and action plans.


Follow-up eLearning modules for six weeks included.


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