Customer Service Excellence
Course ID: 260511 0101 962Proj
Course Dates : 11/05/2026 Course Duration : 5 Studying Day/s Course Location: London, United Kingdom
Language: Bilingual
Course Category: Professional and CPD Training Programs
Course Subcategories:
Business Decision Making Commercial & Contract Management Performance Management Professional Practice & Standards Strategic Management
Course Certified By: Projacs Academy & LondonUni - Executive Management Training
* Professional Training and CPD Programs
Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate
Certification Will Be Issued:
From London, United Kingdom
Course Fees:
VAT varies by course location and participant nationality.
Date has passed please contact us Sales@e-s-hub.com
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.
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.
Course 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.
Week 1
Day 1 – Foundations of Customer Service Excellence
1. Principles of Excellent Customer Service
- Customer expectations and service standards
- Building trust and professionalism
- Delivering consistent customer experiences
2. Effective Customer Communication
- Active listening techniques
- Asking effective questions
- Confirming customer understanding
3. Understanding Customer Needs
- Identifying customer concerns
- Managing different customer personalities
- Setting realistic expectations
Day 2 – Resolving Customer Issues
1. First Contact Resolution
- Structured troubleshooting methods
- Using decision trees
- Confirming successful resolution
2. Handling Difficult Customers
- De-escalation techniques
- Managing emotional conversations
- Maintaining professionalism under pressure
3. Problem-Solving Skills
- Identifying root causes
- Evaluating solution options
- Following organisational procedures
Day 3 – Multi-Channel Customer Service
1. Telephone Customer Service
- Professional call handling
- Managing hold and transfer situations
- Closing calls effectively
2. Email and Live Chat Communication
- Writing clear responses
- Managing response times
- Reducing unnecessary follow-up
3. Face-to-Face Customer Service
- Professional body language
- Building positive customer relationships
- Managing in-person service situations
Day 4 – CRM and Service Performance
1. CRM Best Practices
- Recording customer interactions
- Updating customer records
- Managing service cases
2. Customer Service Metrics
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Customer Satisfaction (CSAT)
3. Continuous Service Improvement
- Analysing customer feedback
- Identifying service trends
- Implementing improvement actions
Day 5 – Practical Customer Service Workshop
1. Customer Service Role-Play
- Resolving routine customer issues
- Managing escalated situations
- Applying communication techniques
2. Customer Case Management
- Documenting customer interactions
- Prioritising service requests
- Reviewing service outcomes
3. Personal Service Improvement Plan
- Identifying development opportunities
- Coaching and peer feedback
- Course review, feedback and implementation planning
