Customer Service

Excelling in Customer Sales and Service

  • Customer Service, Hospitality / Catering / Leisure, Retail
  • Location / Campus
  • Daytime / Working Hours
  • 3 days


This course is delivered over 3 full days or can be delivered in half day workshops across 6 days and is aimed at those working in, or aspiring to work in a highly customer focused role and is an active and engaging overview session. This course is for both employed and unemployed.

Having the confidence and ability to deliver exceptional customer service, know how to minimise and handle complaints as well as maximising sales is pivotal to stay competitive in today's customer-focused world.

The workshop focuses on how employees can be empowered to make a difference in their workplace, giving a business the excellent reputation it deserves.

Workshops can address the specific needs of an organisation as well as the trends and issues identified in an industry sector, i.e. the requirement for upselling and generating revenue for a business through customer service excellence, ability to sell digitally whilst going the extra mile.

The workshops focus on how exploring the features and benefits of a company’s products, using effective questioning to establish sales opportunities and upsell as well as understanding the potential buying signals from customers and how to overcome objections.

There are certain key skills that lie at the heart of delivering outstanding customer service from understanding customers and their needs, engaging with customers positively, through to effective communication and resolving (and avoiding) problems. 

The course will ensure employees always project the correct image to existing and potential customers to make a company stand out from the crowd. It is designed for anyone who is in a customer focused role and wants to develop into an exceptional customer service employee or into supervisory customer focused role

What you'll learn / gain skills in

Delegates will learn how to:

  • Recognise and deliver outstanding customer service
  • Present a professional appearance and attitude 
  • Communicate to all customers effectively
  • Explore the features and benefits of your company’s products
  • Five steps of selling
  • How to use effective questioning to establish sales opportunities and upsell
  • Resolve customer complaints in a positive and proactive manner
  • How to build a rapport with your customers
  • How to handle complaints and the strategies used to reduce and resolve complaints effectively.
  • Resolve customer complaints in a positive and proactive manner

Entry Requirements

No formal entry requirements. However, all students will complete a short initial assessment in literacy and numeracy. Applicants must also provide eligibility evidence to meet European Social Funding regulations, including:

  • Employment status
  • DOB
  • Residency
  • National Insurance number

 Delegates who attend can be both employed and unemployed.


Programme details:

Minimum of 10 learners for the workshops. Dates will be arranged once minimum numbers are confirmed.

The course can be attended by both the employed and unemployed.

Contact Provider

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