Face to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £446 List price £650
Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.
Managing Customer Expectations
Customer profiles and their expectations
Understanding customer perception
Customer service and it's impact to business
What is customer service?
The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service
Communication breakdown
Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust
Positive mental attitude
Being proactive
Self awareness and influence on others
Emotional intelligence
Be a powerful communicator
Tone of voice
Body language
Active listening
Being authentic and building rapport
Style of language
Types of communication
Planning a customer interaction
Set the purpose and allocate time
Ensure sufficient research and solutions are in place
Being calm under pressure
Personality types
Ownership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies
Key course takeaways and agreed next steps
Role play scenarios
Examples of excellent customer service, turnarounds
Personal plan of action
Arguably, the most experienced and highest motivated trainers.
Training is held in our modern, comfortable, air-conditioned suites.
A hot lunch is provided at local restaurants near our venues:
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Available throughout the day:
Regular breaks throughout the day.
Contains unit objectives, exercises and space to write notes
Your questions answered on our support forum.
|
|
Hadlow College
Gabriella Hutchings,
Group Outreach Co-ordinator
Andrew was a fantastic trainer, really enthusiastic, engaging and knowledgeable about the subject - a good trainer makes all the difference in 'soft skills' courses like this as they can often be boring and not very helpful, however I felt that I came out of this training with some valuable ideas which I could take forward into my role.
Customer Service Excellence
Tottenham Hotspur Football & Athletic Co Ltd
Andy Kill,
Customer Care Advisor
Very informative and brilliantly presented. Thank you!
Customer Service Excellence
Ascott Hospitality Management (UK) Limited
Luniva Ranjiktra,
Receptionist
I enjoyed today’s training and learned a lot about good customer service
Customer Service Excellence
| Next date | Location | Price |
|---|---|---|
| Thu 2 Apr | Online | £446 |
| Fri 1 May | Limehouse | £495 |
| Thu 2 Jul | Online | £495 |
| Mon 13 Jul | Bloomsbury | £495 |
| Thu 24 Sep | Limehouse | £495 |
| Thu 1 Oct | Online | £495 |
And 7 more dates...
Loading content...
Excellent
Royal College of Physicians
HR & Learning
Magda M
Customer Service Excellence
"STL is a company we value for their knowledgeable and skilled trainers as well as the breath of solutions offered and willingness to support our business in the best possible way whilst achieving great value for money but without compromising on quality."
Tutorials and discussions on MS Office
MS Office tips to save you time
MS Office shortcut keys for all versions
Handy info on industry trends
Latest news & offers
Loading content...
Below are some extracts from our Customer Service Excellence manual.
Identifying needs is the process of discovering a customer's Requirements, Thoughts, Feelings, Motivations, Experiences.
What do you know about your product/service? The Market, The Competition, The Customer's market, USPs and alignment with customer needs.
Feature: This unit is made of carbonfibre. Benefit: It is light so you can easily move it.
Use the customer's name, Small talk, Find something in common, Show interest, Be genuine, Speak on same level, Listen and repeat back, Use customer's words, Mirror positive actions, Show appreciation. Why customers may not trust you, What creates trust, How you can earn trust.
Their problem is your problem, Accept responsibility, Apologise, Admit mistakes, Use initiative, Be proactive, Understand their perspective, Follow up, Keep updated, Hold yourself accountable.
TrustScore
4.9
/ 5
2430 reviews
Call for assistance
We will call you back
Formerly Best Training
© 2026 STL. All Rights Reserved.
All prices offered for business users and exclude VAT. E&OE
Software Training London Ltd. t/a STL
2nd Floor, CA House, 1 Northey Street,
Limehouse Basin, London, E14 8BT, United Kingdom.
