Results-Driven Customer Service
COURSE
Topic Area
Course Length
6 hoursCourse Level
Course Preview
Audience
Customer service representatives
Reception and front-of-house
Sales and account teams
Retail and hospitality staff
Who Are Your Customers?
Identify your customers and their diverse needs.
The Five Pillars of GREAT Customer Service
Greet, Relate, Empathise, Ask, Take action.
First Impressions
Make the right first impression every time.
Building Relationships
Build effective relationships with appropriate boundaries.
Responding to Feedback and Complaints
Handle complaints calmly and use feedback to improve.
Handling 'Difficult' Customers
Understand difficult behaviour and respond effectively.
Positive Language and Responsibility
Use positive language and take ownership of resolution.
Course Outline
Learning Outcomes
- Identify and apply the five pillars of GREAT customer service
- Provide excellent service for a diverse range of customers
- Guard against providing poor levels of service
- Define who your customers are and what they need
- Make a great first impression on your customers
- Build effective relationships with your customers
- Respond effectively to customer feedback and complaints
- Respond effectively to ‘difficult’ customer behaviours
- Use positive language when dealing with customers
- Take responsibility for a service which will delight your customers
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Trusted by organisations across the UK and Beyond
Capital Training is an LPI Gold Standard Accredited Learning Provider, recognised for delivering high-quality, impactful training. With over 30 years’ experience, we support organisations across the UK and beyond with trusted, professional development solutions.
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Enhancing Decision Making Skills in the Workplace
Make faster, clearer, better-judged calls at work. You will leave with practical frameworks to cut through bias, weigh options confidently and justify every decision you make.
Driving Successful Changes
Gain the mindset, confidence and practical tools to lead your team through change — engaging people, overcoming resistance, and embedding new ways of working that last.
Developing a Coaching Approach
Shift from directing to enabling. Learn core coaching skills and models that empower your people to take ownership, solve problems and grow in confidence.
Critical Thinking and Creative Problem Solving
Sharpen how you think — combine structured analysis with creative techniques to tackle complex problems, make confident decisions and generate practical solutions you can apply straight away.
Creative Problem Solving
Master a structured six-step approach to creative problem solving and decision making, giving you the tools and confidence to crack problems quickly and choose the best solution.
Creating Psychologically Safe Working Environments
Learn how to build trust, encourage open communication and create a team culture where people feel safe to speak up, challenge and grow.
Delegation Techniques
Gain the confidence and practical tools to delegate effectively, freeing your time, developing your people and driving stronger team performance and organisational growth.
Stakeholder Management: Influence, Engagement and Control
Develop advanced stakeholder management skills to navigate complex environments, influence without authority, and sustain effective engagement across the full project or change lifecycle.
Stakeholder Management Essentials
Build the skills to identify, analyse, and engage stakeholders effectively, driving better outcomes across projects, change initiatives, and operational delivery.
How to be Assertive
Develop the confidence to communicate clearly, set boundaries, and handle challenging interactions professionally while maintaining empathy and positive relationships.
