Duration: 1 Day

The main aim of this training course is to provide lots of ideas and actions based on your own job role that you can easily take back to the workplace and implement immediately in order to improve the experience of your customers. You’ll discover that the methods we discuss are easy to work with no matter what type of organisation you work for, or your level within it. It’s about going from good to great.

Option 1: US$90
If you just want to take this course without the test or certificate.

Option2: US$120
If you wish to take this course
+ Online test
+ Receive a Certificate of Completion from the Institute of Commercial Management (ICM) United Kingdom
+ Shipping cost of the certificate

Retake: US$60
If you wish to retake your online course test.
If you pass your test – you will receive your Certificate with no additional cost.

Payment Methods:

  • Paypal
  • Visa
  • Mastercard
  • Bank Transfer

TThese Customer Service training course materials are suitable for anyone who engages with customers whether internal or external. This is particularly effective for participants that want to exceed customer expectations and eliminate customer complaints. This is for learners that want to follow through the customer journey within their organisation and focus on tangible actions that work.

At the end of this customers excellece course, students will be able to:

  • Clearly identify the do’s and don’ts of customer service and measure yourself against them

  • Describe the role of being customer-focused in ensuring the success of your organization

  • Build your customer brand, fill gaps in service and develop methods of creating a great customer experience

  • Follow clear techniques to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place.

Providing excellent customer service is vital to the reputation and overall success of every organisation and the people that work there. Customer service can be the one thing that sets you apart from your competitors and the best thing about it is that it can be totally free. However, being exceptional customer service providers does take effort and it’s not about just smiling and saying please and thank you; it’s about eliminating the bad and taking an effective and consistent approach to providing an outstanding customer experience.

The main aim of this training course is to provide lots of ideas and actions based on your own job role that you can easily take back to the workplace and implement immediately in order to improve the experience of your customers. You’ll discover that the methods we discuss are easy to work with no matter what type of organisation you work for, or your level within it. It’s about going from good to great.

    Measuring Customer Service

    Using a clear development tool to measure current standards of customer service and identifying areas for improvement. This tool is also provided in a format that can be taken back to the workplace for further customer service measuring and improvements.

    My Customer Service Brand

    Establishing what level of service each individual would like to offer and what they would like customers to say about them followed by actions to make this happen.

    The Customer Service Journey

    Detailing the customer’s journey within each participants organisation and identifying touchpoints where service can be improved, altered or adapted. The key challenge here being ‘how are you going to do that?’

    Managing Customer Expectations

    Understanding customer service expectation levels and focusing on the five key areas of customer service; Reliability, Assurance, Tangibles, Empathy and Response.

    Customer Complaints

    Establishing why they occur, what can be done about them and how we can stop them from happening in the first place. Supported with a clear process for dealing with customer complaints.

    Difficult Customers

    Looking at why customers can seem difficult, what can be done about it and the behaviours we should display when dealing with difficult customers.

    Gremlin in the Works

    A fun activity that brings together the key learning points and challenges participants to identify and resolve issues in a customer process simulation. These can then be apply to the individuals work processes and used to create actions.

    Excellent Actions

    A collection of the key things that customers consider to be important in customer service and how participants can apply them to their own behaviours and take the actions back to the workplace.

Sample Certificate


Customer Service

The main aim of this training course is to provide lots of ideas and actions based on your own job role that you can easily take back to the workplace and implement immediately in order to improve the experience of your customers. You’ll discover that the methods we discuss are easy to work with no matter what type of organisation you work for, or your level within it. It’s about going from good to great.