Introduction to Customer Service

Introduction to Customer Service
20 CPD Hours 30-04-2018



In simple words, Customer Service is the study of customers and how to provide services to them that will leave a positive impression on the mind of the customers for a long time. In this course, the participants will be trained extensively on the various aspects of customer service. Our highly-skilled trainers will equip the participants with the required knowledge and tactics to handle and overcome day-to-day customer service based scenarios in a highly effective manner. The training includes a detailed understanding of the various dimensions of customer service through lectures, roleplays, presentations, and activities.

By completing this course, participants will be able to:

  • Understand the basics of customer service
  • Communicate effectively with existing and prospective customers
  • Create a positive customer experience
  • Improve and maintain perfect Customer Service standards
  • Deliver effective and efficient customer service
  • Learn to identify and resolve customer complaints


Overview of Customer Service

  • Define Customer Service
  • What do customers expect?
  • How is customer service different than quality customer service?
  • What are the outcomes of good customer service?
  • Evolution of customer trends and customer service

Importance of Quality Customer Service

  • Why is quality important in terms of customer service?
  • Rules for Great Customer Service
  • Different types of customers
  • Define the importance of commitment
  • Define ownership
  • How is product knowledge important in providing great customer service?
  • Importance of body language and personal presentation in providing quality customer service

Step by Step guide in Customer Service

  • Creating first impressions
  • Important steps in creating positive first impressions
  • Importance of greeting the customer
  • Importance of Courteous behaviour
  • Important steps in developing courteous behaviour and knowing the “magic words” – Sorry, Please, and Thank You!
  • Importance of personalization
  • How to portray positive attitude?
  • Importance of ethical values
  • How to end a customer interaction most effectively?

Effective Communication

  • What is communication?
  • Define effective communication
  • What is the purpose of effective communication
  • Steps to effective communication
  • Importance of tonality and word-choice in effective communication
  • Importance of non-verbal communication in effective communication
  • Important cues of non-verbal communication – eye contact, smile, body posture and language, personal hygiene, dress code, and calmness
  • Why to avoid using big words and jargons in conversations with a customer?
  • Difference between open and close ended questions
  • Importance of asking the right questions
  • Define listening and the various types of listening
  • How to inculcate effective listening to yourself
  • How to use a “service NO”?

Relationship Building

  • What is relationship building?
  • Define rapport; Tips of establishing a positive rapport with customers
  • Importance of interacting positively with customers
  • Identifying customer needs
  • How to make the customer feel important and valued
  • How to maintain and improve existing client relationships
  • How to handle various types of customers
  • Ways to provide exceptional customer service to face-to-face customers

Handling telephonic customers

  • How are telephonic customers different than face-to-face customers?
  • Steps to provide effective customer service to telephonic customers
  • Basic Telephone etiquettes – opening a call promptly, greeting the customer, maintaining a welcoming and helpful tone, personalizing the call, taking ownership of the call, active listening, avoiding interruptions, paraphrasing, avoiding dead air and verbalizing your actions, following proper hold/mute/transfer procedure as per your company standards, avoiding further assistance, call closing

Objection Handling

  • What is an objection?
  • What to do when a customer says “no”?
  • How to handle objections without showing any negative emotions?
  • Steps on how to find solutions to overcome customer’s objection
  • What are some of the most common reasons behind objection from a customer?
  • How to identify if a customer’s objection is real or based on some other factor?
  • Understanding of Objection Handling Techniques
  • Applying the SLUSA technique in objection handling
  • Different methods of handling objections
  • Things to avoid while handling objections

Handling customer complaints

  • Why do customers complain?
  • How to handle complaints effectively?
  • Determining the reasons for complaints
  • Difference between sympathy and empathy and how is empathy important in handling difficult and upset customers
  • Owning the customer complaints and providing assurance
  • Providing FCR – First Call Resolution and following up

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.

Who Should Attend

  • Customer Care Executives
  • Customer Care Officers
  • Customer Care Managers
  • Departmental/Business Heads – Customer Care
  • Tele Sales Executive
  • Tele Marketing professionals
  • Sales Professionals

Why Us?

Why Us?

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.

Key Facts

Instructor: LondonTFE



Organizer: LondonTFE

End Date: 05-05-2018 Day(s)

Course Duration: 5

Available Dates

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