Customer Services

Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high-quality service and assistance before, during, and after the customer’s requirements are met.
Customer Service can mean a number of things however the four Ps should form an integral part:

  • Promptness:
  • Politeness:
  • Professionalism:
  • Personalisation:

The following is an insight into the various activities you will be involved in.

Level One and Level Two

  • Applying legislation, regulation and organisational procedures for Customer Service
  • Working in Customer Service & Developing Customer Relations
  • Deal with queries and requests and deliver reliable Customer Service.
  • Answer telephone calls from customers
  • Positive Communications with customers
  • The customer service experience
  • Solving customer service problems
Level One and Level Two

  • Understand laws and legislation in place to aid customer service
  • Describe complaints procedures and how these are dealt with
  • Understand equality and diversity and laws relating to these are crucial for customer service
  • Understand communication and the role it places in customer service
  • Different types of clients and how their expectations may differ
  • How to build rapport with customers
  • Ways of creating a positive impression of yourself and your organisation
  • Establishing trust
  • Dealing with requests and queries in a professional manner
  • Keeping clients informed or progress and outcomes
  • Working with colleagues to deal with requests
  • Passing customers to other colleagues
  • Why issues may occur and how to deal with these
  • Dealing with disgruntled customers
  • Understand how to continually work to high standards to improve customer relations
  • Understand how to boost a client’s confidence in you and the organisation you represent
  • Recognise the importance of customer retention and how not to lose clients
  • Understand how to develop long-term relations with customers that creates loyalty
  • Improving your performance
  • Gathering feedback from a variety of sources
  • Using feedback to improve your customer service
  • Providing information to customers
If you would like further information regarding this or any other training course, workshop or service that we offer, please contact us on
    0191 386 2634 or  email