How To Develop Excellent Customer Care

Businesses and organisations that deliver differentiated, reliable and customer-focused service have a distinct competitive advantage. Customers today are more demanding than ever before – they no longer choose between speed, quality or price – they expect all three.

This workshop will equip participants with the skills and techniques to deliver high quality customer service consistently.

In 90 minutes participants will learn how to deliver high quality customer service consistently by:

  • knowing how to create the right first impression
  • learning a technique to better understand the customer needs and expectations
  • knowing how to remain calm when customers complain.

Face-to-Face Workshop Content

The workshop explores different ways to make the right first impression by looking at strategies for building rapport. Examples of good customer service and poor customer service are used and reflected upon.

Participants learn techniques to help them better understand the customer needs and expectations and the workshop identifies tips for remaining calm under pressure when a customer complains.

The workshop concludes with role-playing different customer service scenarios.

Course delivery details

Our 90-minute face-to-face workshops are designed to make a powerful impact on what your people do and how they do it.Finding time for training in today’s busy world isn’t easy. Leading Edge Leadership’s 90-minute face-to-face workshops provide your people with the flexibility to attend highly focused learning workshops that will fit in easily around their hectic work schedules.Our team of nine highly experienced trainers provide a truly engaging virtual learning experience.

  • Each workshop is completed in 90 minutes – no longer than the average meeting – and you can connect from anywhere in the world.
  • Each workshop is highly focused and contains the essentials of the topic it covers.
  • Up to three workshops can be held in any one day.
  • You can choose any combination of workshop titles from our range of 65 workshop titles and have up to 25 attendeesin each workshop – so you can provide training for up to 75 attendees per day.
  • The workshops are delivered “live” in a fast-paced, highly interactive style using a range of features (breakout rooms, polling, facilitated activities, video clips and story-telling).
  • We deliver the workshops on our Zoom platform. We can also deliver the workshops on your preferred platform.
  • Typically we deliver three 90-minute virtual workshops in a day for most of our clients:
    • 9.30 am – 11.00 am: Workshop 1
    • 12.00 pm – 1.30 pm: Workshop 2
    • 3.00 pm – 4.30 pm: Workshop 3

Incredibly time and cost efficient, this “How To” series of 90-minute virtual workshops reflects the realities of today’s business environment.

“The customer isn’t always right but if you don’t listen to them, your product or service won’t be either.”

JJ Lynch, MD, Leading Edge Leadership

If you would like to talk to us about this or any other course
you are more than welcome to get in touch.

Call us on 01727 898 332 or email us at

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