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Exceeding Your Customers' Expectations


2 Days


In today’s competitive world knowledge of how to shape the customer service experience is a great way of gaining competitive advantage. It is therefore crucial for organisations to equip their employees with skills which will enable them to provide the best possible customer experience for existing as well as new clients.


This intensive two - days programme will help your front line staff to develop the skills needed to deliver a high level of customer service. During the course delegates will learn how to use communication skills to improve customer relationships including how to turn dissatisfied customers into loyal customers, and how to handle difficult people in servicing the customer. In addition, delegates will discover proven tips to minimise stress and keep themselves in a positive frame of mind while on the job.


  • State your role in achieving a differentiated branded customer experience

  • Shape and deliver your customers’ expectations

  • Identify the relationship between effective communication and customer loyalty

  • Handle customer complaints and objections successfully, using new tools, tips and techniques

  • Maintain a positive, customer-focused attitude, even in challenging situations

  • Deliver consistent service excellence at every customer ‘touch point’.


  • Practice strategic relationship building to build effectiveness, loyalty, team effectiveness and greater satisfaction on the job

  • Learn to deal with difficult people both inside and outside the organisation

  • Proven strategies for handling difficult people

  • Identify keys to managing stress in the moment and proactively

  • Steps in service recovery – resolving today’s issue and increasing loyalty

  • Understand how attitude affects outcome in moment by moment interactions with customers

Areas Covered

Day 1

  • Introduction to customer service excellence

  • Key elements of quality service

  • Key skills for quality customer service

  • Communicating effectively with customers

  • Resolving customer complaints

  • Responding to a letter of complaint

Day 2

  • Telephone etiquette

  • Effective listening skills

  • Choosing the right questions to ask

  • Challenging telephone conversations

  • Exceeding customer expectations at your organisation

Who Should Attend

This workshop has been designed and developed for all front line staff who interact with either internal or external customers and are looking to develop their skills further. The focus is on how to deliver a consistent quality service by changing the way you think about customer service and changing your behaviour to match the situation.

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