PDL Deliver Amazing Customer Service

Course Code: Q1ClaMana184


1 Day(s)

Course Type

Public or Private

Max Delegates


Delivery Style


Remember, the customer is always right...

An interactive and practical one day course that covers the fundamental principles of good customer service, techniques for communicating effectively with customers and dealing with difficult conversations. The course draws upon best practice, delegates' personal experiences and uses real examples and case studies to bring the subject matter alive and ensure its relevance, this will be supported with the help of 'Forum Theatre' and professional actors.  Public courses use pre-agreed scenarios and filmed actors, private courses have the option of using live actors and your own scenarios agreed up front. The course will provide you with the confidence and skills to provide amazing customer services 

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If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

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Who is this course for

Anyone in a customer facing role or who communicates with customers as part of their role, in particular those who are in customer support, customer service or service desk roles. 

Purpose of the course

In our world today we are all a customer of some description, in the traditional sense of going into a shop through to being an internal customer within your company of say the IT department. This course will help people in all those situations delivery amazing customer service and hopefully ultimately have happy and returning customers.

You will learn how to

  • Deliver amazing customer service

  • Dealing with difficult situations

  • Stay calm under pressure



What is excellent customer service and how can it be delivered?

  • Explain what good and bad customer service looks like
  • Delegates and trainer to provide examples from their own and other organisations of good and bad customer service
  • Describe triggers for customer dissatisfaction
  • From the examples provided a list is produced of the triggers for customer dissatisfaction
  • Explain the core components of good customer service and behaviours associated with these
  • From the examples provided, a list of the core components of excellent customer service is drawn up
  • Explain how organisations can ensure excellent customer service through establishing the right culture and appropriate service provision
  • A list of organisational behaviours that enable and facilitate good customer service is produced
  • Explain how individuals can ensure excellent customer service 
  • A list of individual behaviours that enable and facilitate excellent customer service is produced
  • Delegates observe and reflect upon skills, qualities and techniques and for providing amazing customer services

Communicating effectively with customers 

  • Explain the importance of listening empathetically
  • Delegates first understand and then practise the art of listening empathetically
  • Explain how to build rapport during a conversation
  • A list of techniques and behaviours that build trusting and productive relationships with customers is produced
  • Delegates learn about the four primary personality types and how to interact with each of them effectively, as well as understanding how their own type might impact on others   
  • Explain assertiveness and techniques for assertiveness  
  • Assertiveness is defined and techniques for remaining assertive during customer conversations are explained
  • Dealing with difficult people and difficult conversations
  • The triggers for the fight or flight mechanism are identified
  • Delegates observe and reflect upon techniques and behaviours for dealing with customers in difficult situations
  • Reflect on your own experiences of conflict and step into the other party’s shoes

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