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Personal Skills Training

Dealing with Demanding Customers

Duration: One Day


This course is designed to identify gaps and a lack of essential skills within existing customer care functions through an in-depth analysis process. The development of levels of customer service is then encouraged through demonstration, concrete examples and role-play, leading to lasting repeat business.

This course is designed in an interactive way so that delegates learn by doing through a series of activities including questionnaires, discussion and role play.

The course is separated into 4 modules allowing customisation according to the specific requirements of your organisation.

  1. Understanding loyalty, expectations and your responsibilities around customer care.
  2. Examination of current processes – what is working and where is there an opportunity for improvement?
  3. Identifying and delivering levels of customer service – and formulating a process for continuous improvement.

Formulating an action plan to achieve excellence in customer service within your organisation.

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