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Advanced Customer Service Management

Course Information:

Online 20 hours Flexi-date£2,500.00
In-House Agreed with client FlexiblePOA
London 10 days 21-Feb£5,900.00
London 10 days 13-Jun£5,900.00
London 10 days 10-Oct£5,900.00


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    LCT 2022 Brochure
    LCT 2022 Brochure

    Who should attend?

      Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:

    • Managers and customer-facing employees wishing to raise their organisation’s level of service
    • Front-line teams who respond to verbal and written service enquiries and complaints
    • Employees in the service sector and public utilities
    • Supervisors and service team members
    • Marketing executives



    • Communicate more effectively and positively with customers
    • Create good first impressions and build trust levels
    • Meet high standards of response and resolution
    • Develop their own personal toolkit to lift service levels
    • Improve first contact resolution pro-actively identifying complaints and fixing them
    • Turn around entrenched, emotionally charged and dissatisfied customers
    • Analyze complaints and recognize patterns to avoid them in the future


    An Introduction to Customer Service

    • The core principles of customer service excellence
    • Understanding of the different types of customer and the value of customers and their loyalty
    • The costs and impacts of poor customer service
    • How measuring customer relationships can enable greater business success
    • Understanding unpleasant experiences

    Essential Customer Service Communication Skills

    • The language and communication skills for successful interactions
    • The message drop-out
    • The three elements of effective communication
    • Building rapport with verbal communication
    • Adapt your behaviour to meet customers’ needs or expectations

    Dealing with stress and calming upset customers

    • Understanding what makes customers upset
    • Contrast successful and difficult customer relationships
    • Strategies for calming upset customers; face-to face, over the telephone, via email
    • Understanding the stress of customer services roles
    • Managing, or eliminating, stress

    Maintaining a positive and customer-friendly attitude

    • The individual in customer service activities
    • 10 Tools to help you manage your time in customer services
    • Maintaining a ‘can do’ approach
    • Techniques for asking questions
    • Strategies for adding genuine value

    Development of a toolkit to build stronger and long lasting customer relationships

    • Why the telephone is so important to customer service
    • Recognising the customer’s preference and adapting accordingly
    • Mastering the telephone
    • Understanding the signals you send out to customers
    • Identify and negotiate the best deal/outcome possible

    Main components of a Complaints Management Process

    • Identification of the elements of an effective complaints management process
    • International standards – ISO 10002
    • Social, technological, political and economic factors that are changing customer’s expectation
    • Why complaints are important to an organization
    • The risks and benefits inherent in complaints

    What Customers Look for When They Complain

    • What makes best-in-class complaints handling
    • Setting a strategy for complaint management
    • The positive power of effective complaint handling
    • What is important to customers when they complain
    • Understand the justice customers are looking for when complaining

    People Issues

    • Why customers choose to complain
    • How complaint handlers choose to respond
    • Communication styles and emotional intelligence
    • Build rapport

    Skills and Behaviours Needed for Dealing with Complaints

    • Empathy and positive reactions
    • Listening and questioning skills
    • Dealing with difficult customers and problem behavior
    • Taking a future outcomes approach

    Learning from Complaints

    • Data capture and analysis of complaints – the complaints cycle
    • Case Study – UK Ofcom – Consumer Complaints Procedures Review
    • Customer service and culture change
    • Course summary and close

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