Brilliant Customer Service and Skills Training


One-day in-house training - Customer service skills course

Run this Brilliant one-day customer service training course in your business

The focus of this engaging one-day in-house training course is to develop practical and proven ways of improving customer service skills and improve support standards. 

  • 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

Open and in-house customer service course

This customer service and support course is very practical, interactive, well-paced and highly engaging. Using the latest learning techniques to help capture and keep everyone’s attention throughout the day.

We will tailor role-plays and learning exercises to suit your objectives and business type.

It is ideal for all staff who work directly with customers or support those that do. Suitable for internal and external customer support. 

Key learning objectives include:

  • How to use the specific skills, mindset and behaviours required to deliver excellent service.
  • Be able to apply the SPECIAL model so you can easily meet and exceed customer expectations.
  • Skills to better manage customer expectations so you can deliver more than you promise, every time and all the time. 
  • Practice using proven customer communication skills to shorten calls and improve customer experience.
  • Be able to apply advanced questioning techniques to solve customer problems faster and more effectively.
  • Handle customer dissatisfaction with confidence by learning to respond and stay focused in a really positive way.
  • How to personalise calls, emails and your solutions based on customer preferences.
  • Understand how to recognise and adapt to different customer types.

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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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Brilliant Customer Service and Skills - 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.