Best Practices Training For Customer Service Professionals

Learn How To Handle Difficult Situations


Emotional Mastery

Gain confidence and calmness in handling customer challenges through emotional intelligence.

Skillful Communication

Master assertive communication and active listening for fulfilling customer interactions.

Lasting Change

Achieve sustained improvement in customer service skills with continuous support and feedback.

Refine your communication skills by learning to harness your emotional intelligence with one of the UK's most acclaimed management training courses.

Why Choose This Training?

More Than Just A Course Of Lectures

What gets in the way of developing and holding on to new communication skills are old habits of thinking and speaking. Even if the advice is very good the reason why it rarely sticks are the mental habits people inevitably revert to, especially under pressure.

Unlearning those old habits and internalising a more effective and lasting approach to communication needs more than a short course of lectures on how to do it.

What Makes This Training Stand Out?

What makes this training stand out is the exceptional support through one-to-one coaching sessions and continuous feedback. Changing behaviour is not an easy task as old habits are hard to break.

With a 40-year track record we can help you cultivate practical skills, and build your confidence to so you can successfully navigate real-world challenges, ensuring lasting behavioural improvements.


Join thousands of participants getting results

"What I love about this course is that I didn't just learn about the topic, this course is about ME.  I'm confident I can reliably use my new skills, even when under pressure".

5 stars

A Project Manager At A Tech Company

"A lesson for life! The power of effective communication is incredible when one masters the skills "listening with empathy" and "speaking assertively"

5 stars

A Project Quality Engineer

Clients We Have Worked With

Well-known companies who have used this course again and again, over many years

  • Amgen 3
  • BBC
  • aunt bessies
  • Cargill 2
  • Heinz Logo 3
  • Civil service
  • NHS 2
  • Kelloggs Logo 2
  • IGT
  • JM 4 copy
  • Schweppes 3 logo
  • Castrol 3
  • Dewhirst 2
  • avon logo png
  • Nestle Logo
  • RSPB Logo 2022
  • Shell
  • UNHCR 3
  • unilever 2
  • BP 2
  • FBN 2

Course Summary

Training Objectives

Struggling to keep your customers happy? You're not alone. A study found that 86% of buyers will pay more for a better customer experience. This training course aims to show you the best practices for customer service, guiding you on how to achieve it.

  • Great customer service makes people want to come back and tell others about your brand. It helps you stand out from the competition.
  • You can choose to hire new people for their fresh ideas or train your current team to improve their skills. Both ways have benefits and challenges.
  • Training is key for excellent customer service. There are many types, like new hire training, regular updates, and special sessions for urgent issues.
  • Emotional intelligence matters a lot in customer service. Skills like talking nicely, understanding feelings, and being clear help a lot.
  • Continuous improvement keeps your customer service great. Always learn and try new things to make sure customers are happy every time they talk to us.

Develop Your Emotional Intelligence

You will learn a set of powerful emotional intelligence communication techniques so that you can manage difficult conversations, handle challenging situations, build relationships and set firm boundaries.

Transferable Skills

The goal of this training is to equip you with the tools you need to build strong, lasting relationships in your professional life, although because these skills are so transferable many clients report vast improvements in their personal relationships as well.

Develop Skills

This is a skills development rather than just a theoretical programme, so the emphasis throughout will be on you taking turn after turn, practising your skills, while receiving feedback and coaching about your effect on others.

Repeated Practice and Feedback

In your coaching sessions you will be helped to practise dealing with the kinds of situation you find challenging, again and again, until you are confident you can do it successfully.

Video Analysis

We'll combine practical, hands-on experience with video replay and analysis and discussion of the principles involved to help you gain both skills and understanding. Special attention is paid to your individual training needs, so you can practise your skills in real-life situations that you have to handle at work.

Sustained Change

That's why as well as your place in a small group, this training includes a generous amount of private and confidential one-to-one coaching sessions online, spread over several months, ensuring an exceptional level of support. This will ensure the changes you make are sustained over a longer period of time and any obstacles are overcome. Choose between online training available worldwide, or in-person face-to-face courses in the UK.

Course Dates and Price

For a list of upcoming course dates (for online coaching and face-to-face training), the locations of the next 3-day public courses in the UK and pricing Click here.

Free Initial Session

This initial coaching session serves as an introduction to the "Skills with People" course, allowing you to understand the course's relevance and effectiveness for your specific needs before committing to it.

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People who feel understood are more receptive

Importance of Customer Service

Great customer service makes people come back. It turns them into fans who talk about your brand.

Brand advocacy

Brand advocacy turns happy customers into powerful allies. They spread good words about your company, influencing others to trust your products or service. This process is like a ripple effect – one satisfied customer can make a big impact, reaching far and wide.

Happy clients often share their positive experiences with friends, family, and through social media. This natural form of promotion builds trust faster than traditional advertising.

Creating brand advocates doesn't happen overnight though. It needs consistent top-notch customer service that exceeds expectations. Every interaction counts, from the warm welcome to handling complaints swiftly and effectively.

By meeting customer needs in every step of their journey, you create loyal supporters who are eager to recommend your business to others. So, focus on delivering excellent service at all times – it's the key to turning customers into enthusiastic ambassadors for your brand.

Competitive advantage

Offering top-notch customer service creates a competitive edge in today's business scene. It sets one business apart from the rest. Happy customers tend to stay loyal and spread the word about their great experiences.

This buzz can attract new customers without spending extra on marketing.

After understanding how crucial customer service is for staying ahead, let's shift our focus to hiring versus training for effective customer interaction.

Customer retention

Keeping customers coming back is key. It's about making them feel valued and understood. Good customer service plays a big part in this. Every call, email, or chat can help build loyalty.

Happy customers often tell their friends about great experiences. This word-of-mouth can bring more people to your business.

Training staff to handle all kinds of situations works wonders for retention. They learn how to turn angry customers into happy ones. Building strong bonds with customers makes them stick around longer.

Now, let's look at how to pick and train people for top-notch customer service.

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People can't help arguing when they feel misunderstood

Hiring vs Training for Customer Service

Delving into the debate between hiring for customer service versus training for it requires a nuanced understanding. Lets unpack the benefits and challenges of each approach, to give you a clearer picture.

Hiring for Customer Service

Training for Customer Service

Fresh perspectives can invigorate your team.

Existing employees already embody your company culture.

Brings in new skills and ideas from varied experiences.

Develops a committed, skilled workforce over time.

Can be a quicker fix to fill gaps in a team.

Enhances employee loyalty, reducing turnover.

May require a significant recruitment process.

Requires ongoing investment in training programmes.

Risks of a misfit with company culture and values.

Time taken to train could lead to initial productivity dips. 

It's about crafting a balance. On one hand, hiring brings fresh blood is a quick solution. On the other, training moulds your current team, fostering growth. Both paths have their merits, their pitfalls. It's about what your customer service needs are, your company's long-term vision. There's no one-size-fits-all answer.

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He's now far more aware of his impact on others

Types of Customer Service Training

From new hires to crisis management, customer service training comes in many shapes.

New Hire Training

New hire training kicks off the journey for fresh customer service reps in the company. It's their first step into understanding the best practices for customer service. They learn everything from basic skills to how they can exceed customer expectations.

The focus is on making them ready to face customers with confidence and knowledge. This training includes product or service info, handling customer inquiries, and using effective communication skills.

It sets the groundwork for providing top-notch customer service.

Regular Training

Regular training helps keep customer service teams sharp and ready. It makes sure they are up-to-date with the latest products, policies, and techniques for top-notch service. This ongoing process includes workshops, online courses, and team-building exercises that focus on key skills like active listening, empathy, conflict resolution, and product knowledge.

These sessions encourage employees to share experiences and learn from each other. They also help identify areas where the team can grow together.

Such trainings are not just about fixing weaknesses but also about celebrating strengths. Employees feel valued when their hard work is recognised through opportunities to improve even further.

This boosts morale and leads to better performance across the board. Next comes emergency or time-sensitive training.

Emergency/Time-Sensitive Training

Emergency/Time-Sensitive Training is for urgent needs. Sometimes, a company faces sudden changes. This could be a new product or a big problem with service quality. The team needs to learn fast to fix things or start selling.

For this training, everything speeds up. You pick only what's most important and teach that right away. It makes sure the customer support team can handle these urgent tasks quickly.

This kind of training uses quick methods like online modules and short meetings. Everyone gets straight to learning the critical stuff - no time wasted. It helps in serving customers well even when there's little time to prepare.

Teams get back on track faster and keep customers happy during tough times.

Phone Training

Moving from the quick reactions needed for emergency situations, phone training gears employees up for one of the most classic forms of customer service. This type involves teaching support reps how to handle calls with care and professionalism.

They learn to listen actively, respond promptly, and solve problems efficiently. Phone calls are a critical skill area where voice tone, pace, and clarity matter a lot. Each conversation is an opportunity to leave a positive impression, make customers feel valued, and encourage repeat business.

In this training, staff members also tackle handling disgruntled customers over the phone. It's about staying calm under pressure and turning negative interactions into positive outcomes.

They use empathy skills to understand customer issues better and assertiveness to provide solutions confidently. The aim is always clear—to deliver top-notch customer service that boosts satisfaction levels and builds loyal customers.

Live Chat Training

Live chat training equips customer service reps with skills to handle online chats. It focuses on fast typing, clear communication, and problem-solving. Team members learn to use chat software effectively.

They practice greeting customers, understanding their issues quickly, and providing accurate solutions. Good live chat training includes managing several conversations at once without dropping the quality of service.

This type of training also covers using canned responses wisely – not too much but enough to speed up replies. Reps get tips on how to keep a friendly tone over text, which can be tricky since customers can't see their faces or hear their voices.

The goal is excellent customer service that feels personal and efficient, even through a screen.

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She now feels more confident in tackling people

Essential Emotional Intelligence Skills for Great Customer Service

To give top-notch customer service, you need great emotional intelligence skills.

Communication and Interpersonal skills

Talking well and getting along with others are key for great customer service. Workers need to handle chats with a smile and solve problems fast. This means listening well, giving clear answers, and keeping cool under pressure.

Good communication makes customers feel heard and helped.

Empathy skills

Empathy skills help customer service employees understand and share the feelings of customers. These skills allow them to see things from the customer's perspective. This understanding leads to better support and solutions that match what the customer needs and feels.

Good empathy skills can turn a bad situation into a positive experience for the customer.

Training in empathy involves learning how to listen well, ask the right questions, and offer responses that show care and thoughtfulness. It helps in exceeding customer expectations by making them feel valued and understood.

Customer service reps with strong empathy skills are key in creating satisfied customers who keep coming back.

Assertiveness skills

Assertiveness skills play a crucial role in the customer service industry. They help customer service representatives speak up clearly and respectfully. This means they can share necessary information, solve problems quickly, and make sure customers feel heard.

It's all about finding that sweet spot - not too pushy, but not too shy either.

These skills also mean setting boundaries effectively. Customer service reps learn to say no when needed, without upsetting or losing customers. Having strong assertiveness skills leads to better conflict resolution and improved customer satisfaction.

Plus, it helps maintain a positive vibe during any customer interactions.

Product knowledge

Knowing your products inside out is a must for great customer service. This means understanding each product's features, benefits, and how they meet the customer's needs. It allows customer service teams to provide accurate information and helps in solving problems quickly.

Good training programs include detailed overviews of the products or services a company offers. This knowledge makes the difference between just answering questions and offering valuable solutions that lead to customer satisfaction.

Next up, let's talk about why managing crises well is crucial for keeping customers happy.

Crisis management

Handling problems quickly and smartly is where crisis management steps in, right after ensuring your team knows their stuff about what they offer. It's all about staying calm and solving issues that can upset customers.

Teams need to be ready for anything, from small mix-ups to big messes. They learn how to listen carefully and act fast to fix things. This helps keep customers happy and can even make them more loyal.

In every tough situation, it’s key that support teams work together well. They use their training on how to talk nicely, understand others' feelings, and stand firm when needed. Plus, knowing products inside out means they can find solutions faster.

All this training makes sure the team handles crises like pros, turning tricky moments into chances to show just how great their service is.


Team-building exercises boost the team's success. They encourage staff to work well together. Fun activities or group challenges can help. These show how each person's role supports the company's values and goals.

Good team spirit makes everyone feel part of something bigger. Staff learn to trust each other. This trust helps them solve problems together and provide top notch customer service.

Team-building turns a group of people into a tight-knit team ready to serve customers with great service.

Customer advocacy

Team-building links closely to customer advocacy. Helping customers becomes easier when teams work well together. Customer advocacy means standing up for what customers need and want.

It's about really listening to them, understanding their problems, and then going the extra mile to help solve those issues. This is a big part of keeping customers happy and making them feel valued.

Good customer service turns people into fans of the brand. They start talking about their positive experiences with others. This word-of-mouth can be more powerful than any ad campaign.

So, training employees in customer advocacy skills is key for both keeping current customers and finding new ones.

Conflict resolution

Conflict resolution skills are key in customer service. They help teams handle unhappy customers smoothly. Good conflict resolution turns problems into chances to impress. Staff learn to listen, understand issues, and find quick solutions.

This keeps customers happy and loyal.

Training in conflict resolution involves real-life examples and role-play exercises. Employees get hands-on practice with tough situations they might face. This prepares them for anything, making them ready to turn a bad experience into a good one for the customer.

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Assertiveness, Listening Skills and Emotional Intelligence Training

Training Methods

Training methods are key to making your team ace customer service. Explore more on how they do it!

One-to-One Coaching

One-to-One Coaching gives each team member their own time with a trainer. This method is great for boosting skills fast and in a focused way. The coach works closely with the employee, identifying areas they excel in and parts where they need more help.

During these sessions, trainers can use real customer issues to show how to solve problems or improve service. This hands-on approach often leads to quick improvements.

This type of coaching also makes it easier for employees to ask questions without feeling shy or worried about what others might think. It's like having a personal guide through the tricky parts of customer service training.

And let's not forget, it builds confidence too! As they get better, workers feel more prepared and motivated to deliver exceptional service every day.

Group Courses

Group courses are a smart way to teach customer service skills. They gather new and current team members to learn together. This setting makes learning fun and interactive. People share ideas and solve problems as a group.

The energy in the room sparks creativity and helps everyone remember better. These sessions can cover many topics like how to handle angry customers or improve phone chats.

We use games, discussions, and real-life examples to make lessons stick. Each person gets a chance to practice what they've learned right away. This builds confidence fast.

Next up, let's talk about role-plays..


Role-plays are a fun yet powerful part of customer service training. They put new customer service reps in real-life situations without the stress of facing actual customers. In these exercises, employees practice responding to different scenarios.

This helps them get ready for all kinds of questions and complaints they might face. It's like a rehearsal where mistakes are okay because they're learning opportunities.

They also boost confidence and help team members understand how to use their soft skills effectively. Soft skills include things like empathy, communication, and problem-solving. With role-plays, teams can see how these skills impact customer satisfaction directly.

Next up is video analysis..

Video Analysis

Video Analysis plays a key role in our customer service training program. Teams watch real-life situations and learn how to handle different scenarios. They see good and bad ways of dealing with customers.

This helps them understand do's and don'ts in customer interactions. Watching these videos, employees pick up on subtle cues that can make or break the customer experience.

After watching, teams discuss what they've seen. They talk about better ways to solve problems shown in the videos. This discussion turns theory into practical advice that workers can use every day.

It's a powerful  best practices for customer service and build strong relationships with customers.

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Learn how to be both firm and fair

Creating a Customer Service Culture

Making a customer service culture starts with everyone in the company. This means from the top bosses to the newest team member, all understand and share a commitment to exceptional customer service.

It's about making sure this belief gets into every part of your business - how you talk, act, and solve problems. Training helps, but it's more than that. It's creating an environment where great service thrives.

To do this well, businesses must focus on their values and goals around serving customers. They should reward teams for great service and share success stories often. This way, they keep everyone excited about helping customers well.

Continuous Improvement

Keeping customer service sharp means always getting better. This calls for constant learning and tweaking how things are done. Want to find out more? Keep reading!

Importance of ongoing training and development

Ongoing training and development keep customer support teams sharp. They learn new skills and improve old ones. This makes sure that both the company and its employees grow together.

Training also helps in staying ahead in today's competitive business landscape.

Regular updates to training materials ensure that everyone knows the latest trends. It keeps teams ready for any situation, making them more confident in handling customers. This way, businesses can retain customers better by offering top-notch service every time.

Methods for continuous improvement

Understanding the significance of ongoing training and development paves the way for our exploration of methods for continuous improvement. This journey is crucial for any organisation aiming to elevate its customer service standards. Let's dissect these methods, ensuring a comprehensive understanding that can be applied effectively.

  1. Gather customer feedback regularly: Use surveys, feedback forms, and direct conversations to understand customer experiences better. This approach provides valuable insights into areas needing improvement.
  2. Analyse performance data: Keep an eye on key performance indicators (KPIs) related to customer service. Identifying trends and anomalies helps pinpoint what works and what doesn't.
  3. Implement peer review sessions: Encourage team members to review each other's work constructively. This method fosters a supportive environment where employees learn from one another.
  4. Conduct frequent training exercises: Organise regular training sessions focusing on identified areas of improvement. These could range from video training to team building exercises.
  5. Make room for one-to-one coaching: Sometimes, personalised attention can yield tremendous growth. Assign mentors to guide less experienced employees through their development journey.
  6. Engage in role-play scenarios: Simulate challenging customer interactions and train employees on handling them efficiently. Role-playing enhances problem-solving skills under pressure.
  7. Utilise online training modules: Offer access to a library of resources for self-paced learning. Online modules are great for brushing up on product knowledge or learning new soft skills.
  8. Invite business leaders for motivational talks: Hearing from those at the top can inspire your team and provide fresh perspectives on delivering exceptional customer service.
  9. Introduce self-service options for staff: Equip your team with tools and resources that allow them to find answers independently before seeking help from others.
  10. Set clear development goals: Work with each employee to establish specific, measurable goals related to improving their customer service skills.
  11. Promote a culture of continuous feedback: Make it known that feedback isn't just welcome—it's expected; this practice encourages constant improvement and open communication within the team.
  12. Review feedback together as a team: Regularly discuss both positive and negative feedback as a group, allowing everyone to learn from different situations encountered by individual team members.
  13. Enhance crisis management skills through targeted exercises: Prepare your team for potential challenges by simulating high-stress situations so they can develop calmness and efficiency in resolving issues quickly.
  14. Focus on developing emotional intelligence skills across the board, such as empathy, assertiveness, and effective communication. These are key components in managing customer interactions successfully.

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Now he listens before jumping to conclusions

Employee Engagement Ideas and Activities

Keeping your team happy and motivated is key to excellent customer service. A well-engaged staff brings enthusiasm and positive vibes, leading to higher customer loyalty. Here are some cracking ideas and activities to keep your team in top form:

  1. Host regular feedback sessions: Give your team a chance to share their thoughts. Listen and act on their suggestions for a better workplace.
  2. Create fun challenges: Spice things up with friendly competitions. Maybe a contest for who can solve customer issues the fastest or with the most creativity.
  3. Offer training courses: Empower your team with knowledge. Customer service training courses sharpen skills and boost confidence.
  4. Celebrate successes: Big or small, achievements deserve applause. It could be hitting a target or simply going above and beyond for a customer.
  5. Encourage self-service options: Let staff choose their training paths or pick projects they're passionate about.
  6. Set up mentorship programs: Pair new hires with seasoned pros. It's a great way for rookies to learn and veterans to share wisdom.
  7. Organise team-building events: From escape rooms to cooking classes, fun outings strengthen bonds and build trust.
  8. Provide external customer interaction opportunities: Let employees meet customers face-to-face at events or tradeshows, reminding them who they're supporting daily.
  9. Implement suggestion boxes – digital or physical ones where employees can drop ideas anonymously, fostering an open culture of improvement.
  10. Encourage volunteering as a group: Supporting local charities not only does good but also boosts team spirit outside of work pressures.

By investing in these activities, you create an environment where your team feels valued, engaged, and ready to deliver top-notch customer service.

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People used to be scared of him - no longer

Great Customer Service Conclusions

The best practices for customer service is about understanding people, solving problems, and making connections. Through training, we boost these skills to offer better help to customers.

Every chat or call can turn a problem into a win for the business. So, let's keep learning and growing together to deliver top-notch service every day!

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Learn how to be soft on the person yet tough on the issue

Great Customer Service FAQs

1. What makes great customer service, really?

Great customer service... it's a mix, isn't it? It blends the art of understanding people – that's your external customers – with the science of applying effective strategies. Think about incorporating self-service options and training ideas that empower your team.

2. How can we train our team in customer service?

Training for top-notch customer service... Well, start by sharing a few examples of excellent interactions. Then, dive into some creative training ideas—role-playing scenarios or workshops focusing on your specific customer service philosophy.

3. Are self-service options important for good customer service?

Absolutely! Self-service options give your customers control to find solutions quickly—without waiting. It’s like giving them the keys to help themselves whenever they need it.

4. Can you give me an example of good customer service?

Imagine this: A customer has an issue, right? They reach out and are greeted by someone ready and willing to help - not just following a script but genuinely engaging with them to solve their problem. That interaction leaves the customer feeling valued and satisfied - that's what great looks like.

5. How Can I Implement Effective Customer Service Training Ideas in My Business?

What are some impactful customer service training ideas that can enhance my team's skills? Implementing effective customer service training ideas is crucial for empowering your representatives to deliver exceptional service. Start by introducing role-play scenarios that mirror common customer interactions, allowing your customer service representatives and reps to practice and refine their approach in a safe, controlled environment. This hands-on method not only reinforces the theoretical aspects of great customer service but also helps in developing practical skills. Additionally, incorporating feedback sessions where customer service reps share their experiences and learn from each other can be invaluable. By doing so, you create a culture of continuous improvement and learning, where every customer service representative becomes adept at handling a variety of customer issues with empathy and efficiency.

6. What Are the Key Components of Exceptional Customer Service?

How can my customer service representative team consistently provide exceptional customer service? Exceptional customer service is built on understanding and addressing the needs of your customers with precision and empathy. Training your customer service representatives and reps in active listening and problem-solving skills is paramount. Ensure that each customer service rep is equipped to empathetically listen to the customer's concerns, accurately assess their needs, and provide a tailored resolution. Encouraging your customer service representatives to go beyond the standard protocol and personalize their interactions can turn a routine service call into an exceptional experience for the customer. Regularly updating your training materials to reflect the latest best practices in customer service will also ensure that your team remains at the forefront of delivering top-notch service.

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Learn how to tune in to others and enable them to tune in to you

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Free exploratory coaching session

The first session is free so you're not committing yourself until you're sure this training is relevant for you. You will also learn something practical you can use right away that'll help you handle a difficult situation more successfully at work.

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