Customer Experience is Critical to the Growth and Success of Your Business therefore providing exceptional Customer Service cannot be understated. Learn more at our Customer Service training course.

Customer service and customer experience (CX) are seemingly interchangeable. Yet, one is a single touch-point with a brand, while the other impacts feelings and emotion, and encompasses the entire customer journey.
Contact us to book a course for your business

Customer Experience is Critical to the Growth and Success of Your Business therefore providing exceptional Customer Service cannot be understated. Learn more at our Customer Service training course.

Customer service and customer experience (CX) are seemingly interchangeable. Yet, one is a single touch-point with a brand, while the other impacts feelings and emotion, and encompasses the entire customer journey.
Contact us to book a course for your business

With 89% of companies now expecting to compete mostly on the basis of customer experience, it is imperative that we get customer service right.

If you’re not serving the customer, you’d better be serving someone who is

What you'll learn in our Customer Service training course

At the end of the customer service course participants will be able to:

  • Listen more affectively to what customers want
  • Focus more on the customer experience
  • Manage customer expectations
  • Identify the skills required for customer retention
  • Understand how to use empathy to develop rapport with customers
  • Manage difficult customer situations

Who is the course for?

Anyone wishing to develop their customer service skills in the workplace leading to more engaged and satisfied customers. Includes skills for handling difficult customers.

Course duration

StressLess Learning works closely in partnership with our valued clients to customise and refine all course content and duration to suit both organisational goals and individual learners requirements. We are able to offer bite sized topic driven sessions between 1 to 2 hours, half day, one and two day courses.

Download PDF Course Outline
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Customer Service training topics

Listening skills

  • Listening habits
  • How listening impacts others
  • Listen to understand
  • Demonstrate listening

who are our customers?

  • Internal vs External customers
  • Internal customer service and its benefits
  • The process of communication

customer experience (CX)

  • 6 Factors customers expect
  • What customers want
  • Exploring organisational customer service
  • Managing customer expectations
  • Achieving customer expectations

Customer Retention

  • Build rapport and sustainable relationships
  • Demonstrate empathy
  • The Power of Influence and Persuasion
  • Positive social proof
  • Power of Reciprocity
  • Promote scarcity
  • Know your customer’s pain points
  • Personalise the experience

Handling difficult customers

  • Identify with the customer
  • Show empathy
  • Listen to understand and clarify
  • Demonstrate helpfulness
  • Align with their objectives
  • Ask questions
  • Exhibit professionalism

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What people say

4.7 out of 5
4.7/5
4.9 out of 5
4.9/5
Thoroughly enjoyed this training. Thanks Ian. Great customer service course!
Brenda
2019
5 out of 5
4.5/5
What we covered today in the customer service training will really help me in my new role. I really enjoyed the part on empathy and building rapport. Was a nice crossover with communication skills training.
Vanya
2019
4.5 out of 5
4.5/5
Really enjoyed the customer experience part. I had always thought customers were mostly interested in price. Cheers guys.
Andrew
2018