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  • Do you frequently get into arguments?
    Do you frequently get into arguments?
  • Can you allow discussion and still keep control?
    Can you allow discussion and still keep control?
  • Are you getting the best out of your people?
    Are you getting the best out of your people?
  • How are you coming across to your boss?
    How are you coming across to your boss?
  • Does your feedback help people change?
    Does your feedback help people change?
  • Are your conversations achieving what you want?
    Are your conversations achieving what you want?

Might your need for customer service training
be met by this London UK training course
called 
Skills with People?

Yes if you agree with the following

  • I'm only too well aware that in the long run the success of the business I work in depends on the quality of the customer experience, particularly when things go wrong. So whenever a problem arises I do my best to sort it out as effectively as I can. But some customers are unreasonable and very hard to satisfy.
  • That's what I find very difficult - dealing with people who are being unreasonable. It's the main thing I want customer service training to help me with.

What you'll take away from this customer service training

This customer service training will increase your confidence at dealing with customers who become difficult to satisfy when things go wrong. It'll help you develop the understanding and skill you need to calm them down and win their trust when they're disappointed, suspicious or angry. With these skills you'll end up confident you can turn unintended problems into opportunities to win even more respect and trust from your customer.

Free exploratory coaching session

INTERESTED?

If so, you can have a FREE exploratory coaching session. It'll give you a foretaste of what you can get from the course. You make no commitment to proceed beyond this until you're sure this training is relevant to your own particular need.

How to accept this offer

Simply contact us for a preliminary chat and to arrange your free exploratory coaching session. 

What this session will do for you

In this session we'll aim to give you something practical you can use right away that'll help you handle a difficult situation more successfully at work. All you need do to prepare for this session is think about the kinds of situations you want to be able to handle more successfully.

FAQs

You'll find answers to many of your questions about the content and method of this course under FAQs (in the main menu above).

How the skills you'll practise on this course
will make your customer service
much more successful 

What's the hardest thing about providing customer service?

The hardest thing about customer service is handling negative emotions. The customer has spend hard earned money buying goods or services he needs to be able to rely on. When something goes wrong it's only natural for his to be upset. His immediate reaction is to feel disappointed, let down, in a panic, angry, or worried, and while in this state it's unrealistic to expect him to be able to be calm and reasonable. The trouble is, as you know from your own experience, you're unlikely to deal successfully with the problem while the customer is in an emotional state.

What some customer service people don't realise is that the very first thing the customer needs to be able to do is let off steam, get it off his chest. Until he has done this it's not psychologically possible for him to take part in a calm, reasonable conversation.

But listening to someone getting negative feelings off his chest can be a very uncomfortable experience. The natural tendency is to try reasure him, get down to the detail, ask questions, and try to get him to listen to reason before he's ready. Unfortunately, instead of calming him down this approach is in danger of winding him up and making him even more tense.

What's the most crucial skill you need for providing customer service?

If you want to give good customer service you need, above all, to be able to listen patiently and with empathy. It's the first thing you need to do when something goes wrong. It shows the customer that he has your undivided attention, and that you appreciate how serious the problem is for him.

Nothing calms the customer down more quickly and builds his trust in you better than the quality of your listening. That's why this customer service training focuses on enabling you to be a master of the art of listening with empathy when you're dealing with customers in an emotional state. 

What other skills will this customer service training give me?

As well as listening with empathy you'll learn how to speak to the customer clearly and firmly about everything he needs to know in order to trust you and cooperate with you in overcoming the problem. It's very easy to make the wrong assumptions about this.

For example, it's easy to assume the customer knows you're keen and determined to stay with him on the problem until it is fixed. Because you take it for granted he knows this, it doesn't occur to you to spell it out to him. But because his confidence in you has been shaken by what went wrong he may not actually know it. So he becomes more difficult to deal with just because you didn't spell out to him and reassure him about this. Such misunderstandings are common. The way to avoid them is to develop your ability to speak firmly and clearly. We call this the skill of speaking assertively. 

A blend of listening with empathy and speaking assertively is what you need in order to handle difficult situations with customers with confidence and grace. They're the two core skills you'll develop on this customer service training course.

Is there information on this website
relevant to customer service training?

Yes. You might also find our pages on customer liaison skills and dealing with difficult people and emotional intelligence relevant and useful.

We love helping you communicate successfully

By giving you communication skills that'll transform even your most challenging relationships and interactions.

That's the purpose of Skills with People, our training course for managers and professional people at all levels. Thousands have benefited from this course.

Video Introduction

What People Have Said About The Course

Fundraising Officer, United Nations High Commission for Refugees (UNHCR)

A very intimate training which will make anyone reflect on how best to engage with colleagues when confronted with difficult situations.

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Thank you from a participant

I wanted to let you know that I have secured a new role.  I had to go through an assessment centre and one challenge was to negotiate with a 'belliger ...

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EHS advisor (environmental health and safety), Johnson Matthey

This is the best non-techincal course the company has ever put me on because it's the most useful. 

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National Training Index* report on the course

"From delegates reports we have identified Skills with People is a 'highspot' among UK business courses. Delegates mentioned as most helpful the enha ...

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Feedback from participant's boss - a Billiton director

He's obviously making a positive effort and it does show. People used to be scared of him. No longer.

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Learning & Development Coordinator - The Entertainer

I can't recommend this course enough. It has genuinely been the most impactful course I have ever completed. Understanding that I can be assertive w ...

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Theatre Manager

Managing to confront them but still maintain their cooperation and support. Previously I was either not confronting or confronting and ending up with ...

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Feedback from participant's boss - a Johnson & Johnson marketing director

She has become increasingly aware and focussed on ensuring she is gaining cooperation from colleagues by the way she approaches situations. E.g., Meet ...

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Feedback from participant's boss - A Philips Semiconductors director

To what extend do I think his training need has been satisfied? Completely. I have been approached by 4 peers to tell me that they could see a very po ...

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Feedback from participant's boss - an HSBC investment director

I have had three unprompted comments from different team members and colleagues who have been surprised at the consideration he has shown in helping s ...

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Feedback from participant's boss - head of projects in Heinz

He now gains support through his willingness to involve people more and take them with him.

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Workshop Manager, Professional Plant Services

I now find it easier to have awkward conversations. (As a result of how he has changed several more people from his company are asking to attend the c ...

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Feedback from a participant's boss - a Merck Sharp & Dohme medical director

She feels more confident in tackling people and has been impressed with her new found techniques, e.g., in dealing with members of the marketing depar ...

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Feedback from participant's boss - a Prudential director

He is a lot more confident. At the last meeting of our business unit leaders he fully led the meeting and dealt with people very well.

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Feedback from participant's boss - a Johnson Matthey Catalysts (Germany) senior manager

There has been a noticeable improvement in the performance of this customer service engineer. He is much more succinct now than he was before. He was ...

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Feedback from participant's boss - a Johnson & Johnson finance director

He has made excellent progress in the management of his team. He has ensured key stakeholders are involved in decision-making and has gone to great le ...

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Golf Club Manager

Ten out of ten for the course for me personally. I think I would have resigned if it hadn't been for the course.

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Feedback from participant's boss - a Kimberley-Clark marketing director

He is now aware of his need to control his direct approach. He was sometimes too assertive. I think he is now well balanced in this respect.

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Project Quality Engineer (self funding)

A lesson for life! The power of effective communication is incredible when one masters the skills "listen with empathy" / "speak assertively". Defin ...

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Sports Centre Manager

I feel that my relationship with other attendees has improved massively following the session. I'd say 9/10 for what I've got from the course as I sa ...

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Leisure Centre Manager

The most useful part of the course was learning how to convey my disappointment with a member of staff without demotivating them, without making them ...

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Senior Engineer, Qualcomm

An unbelievable experience, highly motivating training and one of the few which stays forever in your mind. A tangible impact to your life and workin ...

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Feedback from participant's boss - Chairman of White Clarke Group

He has greatly improved his ability to manage a situation. He listens more and uses that information to convince. A good example is the .... group, wh ...

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The wife of a participant

"Just thinking about last night’s conversation and it’s bringing tears to my eyes – it’s what I’ve always wanted: to be able to talk with you like tha ...

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Senior Resource Consultant, Shell International

“Skills with People” has helped me deal with conflict situations.  It has helped me to diffuse tension in meetings and convert pushback into alignment ...

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Feedback from a participant's boss - a Shell International senior manager

He is showing far more self-awareness and more restraint in potentially confrontational situations. He is far more aware of the impact his actions and ...

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Feedback from a participant's boss - a Glaxo SmithKline research director

He has made good progress in two areas: 1. team leadership - he listens with empathy to others well and considers their standpoint as well as his own. ...

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Feedback from a participant's boss - a WS Atkins director

Now he actively listens, probes, asks for clarifications and does not assume anymore he knows the answer.

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Examples of Training Needs Met

Being more assertive would help career go better Read More...
Allowed his meetings to get out of hand Read More...
Not delegating or developing others Read More...
Technically very sound but lacking persuasive skills Read More...
Enormous enthusiasm but little sensitivity Read More...
Preparing for a more challenging role Read More...
Well intentioned but demoralising his team Read More...
Flying high but creating a tense atmosphere Read More...
Forceful communicator who created friction Read More...
Very diligent but hated dealing with difficult people Read More...
Lots of energy and ideas but little attention for his clients Read More...
Had a positive attitude but gave a negative impression Read More...
Difficulty communicating with non-technical people Read More...
Very logical but not creating enough rapport Read More...
Respected specialist who was too quiet at meetings Read More...

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