course details

  • LondonLondon
  • 1 Days
  • 6 hours
  • 19/09/2017
€ 4,100.00
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accreditation bodies

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

  • course overview
  • who should attend?
  • why choose us?
  • key facts

Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.

This course introduces you to the core principles of customer services. By employing these values and adopting the correct attitude, you will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

Learning by example is an ideal method when studying customer service skills and this course is full of interactive exercises and scenarios that will teach you how to handle each specific situation to get maximum results.

Mastering other topics such as body language, correctly stating your sentences for best results and communicating on the phone enhance your skills and will make you more confident in communicating through different communication channels.

You will also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.

In this highly practical course you will learn:

  • The fundamentals of customer service principles.
  • How to interact with different type of customers and different personalities.
  • What customers want and how to satisfy them.
  • How to encourage a customer to give you more information by using correct questioning techniques.
  • How to empathise with the customer and maintain rapport.
  • What does it mean to handle a customer professionally?
  • Hands-on customer service skills based on many case studies and scenarios involving various interactive exercises
  • Learn how to handle, mistrustful customers, angry customers, concerned customers, demanding customers and many more.
  • Learn a series of techniques you can use to handle especial situation.
  • How to handle complaints, feedbacksand unhappy customers.
  • How to deliver a “Soft No”
  • What to say in different situationsand how to say it.
  • How to improve your telephone skills.
  • How to sequence you sentences for maximum effect
  • How to use body language to enhance your communication and read the true intention of customers


  • English, Arabic, Other languages available on request

  • 1 – 10 Participants

  • Deadline for registration is 5 days prior to the course start date. Those who wish to register after the deadline should email us directly at to check availability.

  • A London Training for Excellence Professional certificate will be issued to all participants on completion of this course. In addition you will receive a certificate confirming the number of CPD hours achieved for this course.


With a combined management and training experience of over 70 years and clients ranging from large corporations and government bodies to small private firms and sole traders we don’t believe in a 'one size fits all' policy. We seek out experienced business professionals to deliver what they know best. Our training programmes are dynamic and effective giving you the knowledge you require but most importantly backed by real life practical examples.

Right from the moment you choose London Training for Excellence, we are a source of support, giving you the skills and Knowledge to help you with your career; whether you want to change career paths or further develop your current role we are here to help.

Here are some more advantages of choosing London Training for Excellence:

Quality – High class programmes delivered by experience business professionals. Reliability – We will never cancel a confirmed booking, we run courses in more than 21 locations Worldwide and work around the clock to ensure every delegate receives the support they require. We even operate a 24 hour support line to help cater for your every need.

Recognition – We are fully accredited by The CPD Standards agency, OC4N and have recognition from ILM. We are committed to quality and are certified ISO9001. In addition, we have been one of the most requested providers on Findcourses.

We hope to welcome you onto a course soon.

Instructor: LondonTFE


Organizer: LondonTFE

End Date: 19-09-2017

Course Duration: 1 Day(s)

available dates



€ 4,100.00

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