About this course
This comprehensive one-day workshop will provide a depth of personal insight and enhance your ability to understand what makes excellent service, as well as be able to effectively resolve difficult situations with unhappy customers, whilst remaining positive.
What you will learn
Themes Covered
- Introductions and personal objectives
- Identify the threats of perceived poor service and the opportunities of perceived excellent service
- Understand what makes truly excellent customer service (internal and external) and review how your organisation is performing in specific areas
- Identify how your beliefs impact on your interactions with customers
- Discover the Customer Recovery Loop – avoiding the biggest mistake in customer service
- Understand the positive intention behind challenging behaviour from customers
- Use the LEAPS model to resolve issues for unhappy customers either face-to- face or over the phone
- Recognise the opportunity provided by complaints to your organisation
- Personal action plan beyond the programme
Recent reviews
Lovely experience! Learned different techniques in handling difficult situations. Deborah was a lovely trainer! 10/10 experience overall
Dee V23 Jun 25
Great discussion across the team and scenarios were great practice for our upcoming project
Laura D23 Jun 25
Deborah was a very knowledgeable & personable trainer - really good course. The course was good as a refresher for those of us who have attended other mastering customer service courses.
Gina V23 Jun 25