Course Information

Introduction

This course teaches practical skills for consistent, measurable customer service. Participants learn techniques to resolve issues faster, reduce repeat contacts and lower escalations. Sessions use real scenarios across phone, chat, email and face-to-face service. The programme combines practice, feedback and simple tools you can apply immediately.

Objectives

1. Resolve common customer issues on first contact using structured troubleshooting and decision trees.
2. Calm and de-escalate upset customers with proven verbal techniques and controlled responses.
3. Compose clear, professional email and chat replies that reduce follow-up contacts.
4. Record and use CRM data and key service metrics to prioritise work and improve response times.
5. Coach colleagues with focused feedback and short practice sessions to sustain service improvements.

Who Should Attend?

Customer service representatives (phone, chat, email)
Contact centre team leaders and shift supervisors
Retail floor supervisors and store managers who handle customer issues
IT help desk and technical support specialists
Account managers and client success professionals who manage escalations

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.