Introduction to Customer Service

Being robotic or scripted creates barriers in truly building rapport and a supportive customer relationship. We focus on how to make the conversation flow more naturally, whilst ensuring it is delivering action orientated results. We look at how empathy, listening, support and action can build your customer relationship and develop the deeper level of rapport needed to get the right result for your customer the first time. We highlight a four step process for managing the conversation, share tips on showing empathy, question types, their use and effectiveness and actively listening. Find out how to get customer service excellence right from the start with best practice advice and tips.

Take a look at all business skills topics

It's more than just a course.

This is a learning journey.

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Excite

On-demand digital learning playlist

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Engage

Live session delivered virtually or in-person

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Embed

Supporting on-demand digital learning playlists | 30-minute follow up coaching session (optional extra for teams)

Learning Journey

For our learning journeys we use our proven excite, engage, embed method to ensure the learning experience is engaging and the learning is sustained. The full details of the programme are shown below.

Course Code: OV-ICS

  • half-day live session delivered virtually or in-person | 6-8 hrs on-demand learning | 30-minute coaching session (optional extra for teams)

  • This is available for groups and teams

Be inspired to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer relationships.

This practical course will provide you and your organization with an overview of the best practice skills required to exceed your customers‘ expectations. You will leave the course with a personal action plan for delighting customers, both internal and external. You will also take away a practical customer service toolkit to help you implement the key skills and techniques from the course.

This is an introductory course for frontline team members, with little or no formal training, who are in direct contact with either internal or external customers and are required to manage a range of customer expectations.

By the end of this course you will be able to: 

  • Explain the key components to world-class customer experience and assess your strengths and challenges
  • Manage customer expectations and demands effectively
  • Illustrate how a change in your behavior can increase customer loyalty
  • Deliver a consistent first-class customer experience within a range of different situations
  • Customer-centric focus; finding out what your customers want and need
  • Putting customer needs first
  • Making the customer feel special and valued
  • The customer experience; what does 'customer excellence' really look like?
  • The touchpoints of the customer journey
  • Process (what) and behavior (how)
  • Understanding your personal impact; what impression do you create?
  • Positive words, tone and body language
  • Establishing rapport
  • Identifying the customer's real problem(s)
  • Asking the right questions
  • Showing real empathy - ensuring the customer feels listened to
  • Extremes of behavior - aggressive, sociable, cautious
  • Building personal resilience
  • What to say or do - what not to say or do

For groups & teams

Live session delivered virtually or in-person. Up to 15 people per programme.

From Contact us for pricing

Bring in-house

For individuals

Upcoming dates (select date for price info)
Reserve your place

Online Learning

Our award-winning learning content library is expertly created, easy to consume, and visually engaging and it can be experienced through a range of modalities - Fluidbooks, videos, animations, podcasts, infographics, quizzes and more. Use our digital learning content to support on-demand or blended learning provision within your organisation. Hundreds of topics are available in multiple global languages.

Introduction to Customer Service

Introduction to Customer Service

Core content

  • Get Confident Fluidbook
  • Own the Conversation Fluidbook
  • Create the Connection Fluidbook
  • Customer Service Infographic
  • Customer Service Thrive in Five
  • Customer Service Quiz
Introduction to Customer Service
See our engaging content in action

See our engaging content in action

Find out more about our learning content… we provide a range of formats and media types to support different learning styles, and time pressures and to keep the learning engaging. Find out more about the different modalities and view some examples…

Explore more about our content

Build a customized program

Use our building blocks approach to create a customized program to suit your specific needs and context, at the pace you need.
Talk to us about what you want to achieve.

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Step 1

Choose the core blocks you want (from our content library)

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Step 2

Consider what blocks you want to customize (to make it your own)

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Step 3

Review any additional technology and support services we can help you with (to bring the truly bring the learning experience to life)

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Step 4

We’ll create the optimum journey for your learners

Want to co-create?

Let's talk

The building blocks menu of options

To help achieve the pace and agility you need, we encourage you to make use of what we already have (our core library) and make it your own. There’s no need to ‘recreate the wheel’ - build from what we have ‘ready to go’ and then customize what you need to.

Choose from across our range of 100+ core topic areas.

Online self-study:
  • Fluidbooks
  • Infographics (standard and HTML)
  • Thrive in Five
  • Videos/animations
  • Quizzes & assessments
  • Podcasts
  • Digital flip cards
  • HTML microsites
  • Digital adventures
  • Applying what you have learned - action learning prompts/exercises
  • All assets under a topic/collection
Live expert-led:
  • Pre-built team experience (learning journey)
  • Live workshops - virtual or in-person training (1 x half-day live session in a day; 2 x half-day live session in a day)
  • Bitesize (1 x 90-min bite-size session in a day; 2 x 90-min bite-size session in a day; 3 x 90-min bite-size session in a day)
  • Run-it-yourself
  • Coaching – per hour (Follow-up; Learning program; Transitioning together; Team effectiveness; Career coaching; Leadership & executive; Skills performance coaching)
  • Group facilitation sessions (1 x 3hr in a day; 2 x 3hr in a day
  • Leadership lab session (1 x 3hr in a day; 2 x 3hr in a day)
  • Virtual delivery platform license
Personalisation for live events:
  • Add your logo
  • Tailored
  • Branded
  • Fully customized
Bespoke content creation:
  • Fluidbooks
  • Infographics (standard and HTML)
  • Thrive in Five
  • Videos/animations
  • Quizzes & assessments
  • Podcasts with bespoke or your content
  • Digital flip cards
  • HTML microsites
  • Digital adventures
  • Digital badges/certificates
  • Live expert-led bite-size or workshop session
Bespoke printed communication/learning assets:
  • Handouts
  • Z-cards
  • Zappar AR for Z-card
  • Action learning prompts/exercises
  • Bespoke Hub annual subscription fee (per user)
  • Hub implementation
  • Subscription (open) hub
  • Booker portal
  • Delivery – Virtual or in-person facilitator; virtual producer
  • Faculty management
  • Delegate management
  • Instructional design
  • Specialist instructional design
  • Learning journey curation
  • Logistics support
  • Project management
  • Customer success management
  • Branding & creative communication
  • Graphic design
  • Translations services
  • Proofing/QA
  • Data insights & engagement
  • Consultancy
  • Supplier management
  • Managed Learning Services
The building blocks menu of options

Our approach

Successful learning programs don’t just happen by accident: Our 4E learning journey model ensures maximum transformational power (and it’s informed by decades of adult learning best practices and proven real-life hybrid learning effectiveness).

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