Customer Service Courses

Delivering high standards of customer service is the best way to make your business stand out from your competitors, whether you are offering products or services. To make this happen, you need to have employees with the right knowledge, skills and attitudes.

Effective communication is at the heart of great customer service, along with a desire to go the extra mile and exceed customer expectations. It is also important to have systems and procedures that make it easy for your customers to do business with you.

Costumer service course

Our practical training courses focus on embedding the values of customer service and developing the skills and strategies required to deal with difficult situations, whilst maintaining good customer relations.

We are experienced in delivering customer service training in different settings including retail, catering, professional services, local authorities and the NHS. We can deliver training for front line employees and for those in more senior positions, taking into account your organisational culture, the type of customers you have and the outcomes you wish to achieve.

Newleaf Associates delivers in-house tailored and bespoke courses in Scotland and in N. Ireland. We can travel to other UK cities accessible by rail or air from Edinburgh.

Click on the links below to see course overviews

Customer Service

Course Overview

training providerDelivering excellent customer service is essential to the success and indeed the survival of all types of organisation. This highly practical one day course will provide the skills and techniques enabling employees to rise to the challenges of meeting customer needs and expectations. It will also provide a forum for discussing customer service issues and identifying ideas for improving the quality of customer service delivery in your business.

Who should attend

Anyone who interacts with customers in their day to day job will benefit from developing skills and confidence for dealing with the ever-increasing demands made by customers.

Course Objectives

By the end of the course participants will be able to:

  • Explain the main elements of professional customer service
  • Outline the needs and expectations of customers (internal and external)
  • Identify ways of improving the quality of the customer experience
  • Understand the personal impact they can have on customers and how attitudes make the difference
  • Use a range of skills for communicating effectively with customers
  • Deal constructively with difficult customer interactions and tricky situations

Course Content

  • Defining the importance of customer service from different points of view
  • Exploring customer experiences and what makes the difference
  • Clarifying customer needs and expectations
  • Understanding the connections between internal and external customers
  • Exploring attitudes to customers and how these affect standards of service
  • Awareness of barriers to communicating with customers – face to face, on the telephone and in writing
  • Overview of essential communication skills for dealing with customers
  • Focus on questioning, listening and responding skills
  • How to build rapport and improve customer relations
  • Use of language and how to influence customer behaviour
  • How to deal with customer complaints using the CLEAR technique
  • Customer feedback and continuous improvement
  • Personal action notes and transferring learning to the workplace

Course Reviews

Excellent delivery. Group activities very informal which made for a relaxed atmosphere and excellent way to emphasise our roles in the workplace towards our customers.
AC, Albacore
Very relevant. Really good course for anyone who is either just started a job in customer service or a refresher for people who have been working for a long time.
SH, Albacore
Many thanks for making the session enjoyable and reinforcing why the internal and external customer is so very important to an organisation.
GW, Safedem
Very impressed with the day’s activities. All in all I would certainly say the day’s training was a success.
SL, Gorbals Recycles
Very enjoyable day. Lots of practical tips for dealing with customers and improving service.
CM, Fishers Service Ltd
The course was very helpful with plenty of opportunities for questions and discussion. Also very useful course booklet for future reference.
CS, NHS, Scotland

Download Course Overview

Download Course Overview

Dealing with Difficult Customers
Reception and Telephone Skills
Selling Skills


Contact Us to discuss how we can help you with customer service training