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Customer Service Excellence

Posted on March 22nd, 2018


A one-day course designed to enable anyone in a customer facing role, overcome the challenges they face in providing excellent customer service through their mindset and effective communication skills

Course Objectives

  • To enable participants to learn and refresh their skills to provide excellent customer service through understanding customer expectations and the ability to communicate assertively

Course Outline

  • What is excellent customer service and why bother
  • OW, WOW, OK for now – putting ourselves in the shoes of our customers
  • Magic rather than Tragic – it is not what we say, it is the way that we say it
  • Effective communication skills – asking the right questions and actively listening
  • Dealing with tricky customers – not allowing behaviour to breed behaviour
  • What are customer expectations – where they came from and how they change
  • Going the extra mile – delighting your customers


We are offering this one-day course with a maximum of 12 participants for £950.00 inclusive of materials and plus travel expenses


‘Annie’s enthusiasm and professionalism made the training sessions attended by the whole Moor Hall team enjoyable and fun whilst helping the participants learn new skills and techniques in customer care. The objectives set for these sessions were met and indeed exceeded. I would happily recommend Annie and hope that we will be booking her again for further training.’

Claire Pearce, Corporate Business Manager, Moor Hall Conference Centre.

Some of the organisations we have worked with include:

  • Primary Care Trusts, care homes and a Medical Regulatory Council
  • The finance sector including independent financial advisors, banking and insurance
  • A leading consumer rights organisation
  • The hospitality sector including catering, hotel and conference centres
  • The technical support teams for IT companies
  • Vehicle contract hire companies and car dealerships
  • The education sector with a major university based in the south west of England and The British Council
  • Serviced offices and accommodation companies
  • Laboratory service and repair company
  • Local Government at County/Borough Council level


To find out more, contact Annie Mulady on: 01628 475988

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