Brilliant Customer Service and SkillsTraining - Open Courses

One-day open course for all customer service and support staff

London Bridge - 26th March 2019

Milton Keynes - 28th March 2019


One-day course 09.30am to 4.30 pm

£199pp  plus VAT


Reserve your place now and receive a 30% discount 

Courses limited to 15 delegates.


*Also as available an in-house course for six or more delegates.



Practical and proven ways of improving customer service and support standards - money back guarantee.


This includes:

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


About the training

The course is interactive, well-paced and highly participative, using the latest learning techniques to help capture and keep everyone’s one’s attention throughout the day!


Who will benefit?

All staff who work directly with customers all support those that do. Suitable for internal and external customer support. 


Key learning objectives include


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


Also available as an affordable in-house training and e Learning course, customised free.


Run this Brilliant course in your business - Contact us for more information


03333 234 744

graham@brilliantcustomerservice.co.uk  


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Brilliant Customer Service and Skills - Outline

09.30am to 4.30pm Open course

Course outline:  Customer Service Skills Training - Open course - March Milton Keynes and London.


One-day live workshop, Milton Keynes and London 2019

Reserve now, pay on invoice.


1. What is Brilliant Customer Service and support?

  • What is that 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 – 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. 

Please get in touch for more details and a free quotation.