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Customer Service Essentials


Demonstrate empathy and build customer rapport

Course Code: TM145

Duration: 1 day


When is the last time you received excellent customer service? More often than not the first thing you do when in this fortunate position is to tell your family and friends. The aim of this workshop is not just about client retention, it is rather about attracting new customers.  This course covers handling customers professionally and dealing with customers efficiently and effectively, it covers customer insights, customer satisfaction, threats of poor customer service and building better relationship using proven customer service techniques.

Who Should Attend

This workshop is designed for customer service teams but equally would suit anyone who interacts with customers either in person or indeed on the telephone. The aim of the workshop is to provide you with a comprehensive framework and customer service toolkit.


By attending this one-day workshop you will learn best practice customer service skills and techniques that you can put into practice in the workplace immediately. You will learn special methods to demonstrate empathy with the customer and build rapport as well as gaining confidence to deal positively with difficult and demanding customers.

Learning Outcomes

  • Making customer service second nature
  • Identify opportunities to improve service levels
  • Good and bad service examples
  • Listen, show empathy and build rapport
  • Get to know the customers’ requirements
  • Build the relationship and communications
  • Manage complaints and difficult situations
  • Build an assertive approach
  • Develop a personal action plan
  • Body language and NLP techniques

How to take this course

In-company Training

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