Customer Service Skills

Sales and Marketing Skills

Course Duration: One day

Course Overview

Customer service is the cornerstone of a solid, thriving business. In commercial business terms, it costs up to thirty times more to get a new customer than it does to service and maintain the satisfaction and loyalty of existing ones. The aim of this training course is to enable delegates to create, maintain and build upon a positive and informed culture of customer care within their organisation.


  • Explore the definitions and differences between Customer Service and Customer Experience
  • The components of Customer Service
  • The factors that differentiate excellence for customers
  • Identifying good service
  • The five dimensions of service quality - Tangibles - Reliability - Responsiveness - Assurance – Empathy
  • How to create ‘Raving Fans’ – Kenneth Blanchard and Sheldon Bowle’s perspective
  • The components of good communication in Customer Service
  • The role of transactional analysis in Customer Service
  • Handling customer complaints

Learning outcomes

Who should attend


Course benefits

Pre-course work

Further courses to consider


Customer services skills training courses near me

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Customer Service Skills

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