Customer Service Training
Deliver excellent service. Build trust. Handle challenges with confidence.
5 Star Rated
In-House Training
Tailored to You
1 Day Course
In-person team training from £1,400 per day or £1,150 per day remote for your group.
See detailed pricing and delivery information below
Trusted By Teams Across the UK
In the private and public sectors, from SMEs to publicly-listed companies, I've delivered training across a wide range of organisation sizes and sectors.
Why Customer Care Matters
I prefer to call it customer care rather than customer service – because "service" sounds like a department, and care is everyone's job.
Here's the thing most customer service training misses: great service is really about retention – and retention is the cheapest growth there is.
Winning a new customer is hard and expensive. Keeping one you already have is almost free. It's the easiest, cheapest, and fastest way to fill up your sales pipeline.
Ask any business what they want more of and they'll say repeat orders and referrals – and that is what great customer care delivers.
So this isn't a course just about answering the phone politely. It's about understanding that everyone who has any contact with customers – not just the people with "service" in their job title – shapes whether those customers come back.
Even if you don't directly speak or interact with customers regularly – you will have a role to play in their customer experience. It's often the small details that have the biggest impact.
Customer-facing staff are too often treated as a necessary evil dealing with complaints. In reality they're one of your biggest opportunities to build loyalty and even to sell.
Customer service and sales are not separate skills – they are two sides of the same coin. To excel at selling, you must also have exceptional customer care.
This practical course gives your team the tools to communicate clearly, build rapport, handle difficult situations calmly, and turn everyday interactions into lasting relationships.
You'll learn how to:
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Communicate clearly, confidently and professionally
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Build rapport and trust with different types of customer
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Ask the right questions and really listen
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Handle complaints and difficult behaviour calmly
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De-escalate conflict and stay in control under pressure
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Create experiences that turn one-time customers into loyal, repeat ones
How Your Organisation Benefits From Customer Service Training
It costs several times more to win a new customer than to keep an existing one – so the businesses that grow fastest are often the ones that simply lose fewer customers.
Great customer care is the quiet engine behind repeat business, referrals and reputation.
Getting customer service wrong, even on small details, is the quickest way to lose clients.
Train your whole team to deliver it consistently, and you protect the revenue you already have while making more of every relationship.
Involving team members of all level of seniority allows us to really explore your current customer experience and how you can improve it after the course.
Customer Service Course Content
For in-house training the content is tailored to your team's real situations and working environment – this outline is just a starting point.
Contact me to find out how I can help you.
Every participant receives:
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A comprehensive course workbook packed with notes, exercises, and templates.
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Step-by-step frameworks and templates to put your new skills into action.
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Practical examples that can be applied to real workplace challenges straight away.
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Certificate of Completion after the course.
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Post-course email support - you can email me with questions for 3 months after the course, answered personally.
Why Customer Care Matters
A strong customer experience is built on professionalism, empathy, and clear expectations. We explore what great service really looks like today and the behaviours that consistently create loyal customers. ✔ Why customer service is really about retention – and why keeping a customer is worth far more than winning one. ✔ Repeats and referrals: the easiest, cheapest growth there is. ✔ Why service matters as much as price or quality. ✔ Customer care is everyone's job – including your internal customers (colleagues). ✔ What customers really value and actually want in a service interaction. ✔ What great care looks like today – analysing good and bad examples.
Communication Skills for Great Customer Service
Most customer service issues are really communication issues. Learn how to ask better questions, listen actively, and adapt your style to suit different personalities. ✔ Active listening and the questioning funnel. ✔ Building rapport and being genuinely liked. ✔ Empathy and emotional intelligence in service. ✔ Communicating well by phone, email and in person. ✔ Adapting to different people using the DISC personality model.
Creating Loyal Customers
Exceptional service doesn’t happen by accident - it’s the result of clear commitments, ownership, and attention to detail. Understand how to create memorable experiences that encourage customers to return again and again. ✔ MMFI – the "Make Me Feel Important" principle. ✔ Managing expectations without overpromising. ✔ Delighting the customer: going beyond "fine". ✔ Personalising the experience ✔ Ownership and follow-up that build trust.
Handling Difficult Customers & Complaints
Even the best customer service professionals encounter frustration, complaints or challenging behaviours. What matters is how you respond. Learn the tools to stay calm, confident and in control - even in the toughest conversations. ✔ Understanding the root causes of difficult behaviour. ✔ Staying calm and assertive – practical de-escalation techniques. ✔ Handling complaints constructively (including feel-felt-found). ✔ Turning a complaint into a loyal customer. ✔ Protecting your own composure and setting healthy limits.
The Selling Dimension of Customer Service (Optional)
For teams who want it, we can include how great service naturally leads to repeat business and referrals – spotting opportunities to help customers further, and where service quietly becomes selling (done ethically, never pushily). Some teams want to stay focused purely on care; others love this bridge into sales – it entirely depends on your objectives and your team. ✔ How great service naturally leads to repeat business and referrals. ✔ Spotting opportunities to help customers further. ✔ Where service ends and selling begins – done ethically, not pushily.
Reflection and Action Planning
✔ Identify strengths and development areas. ✔ What are we currently doing well? ✔ Where are there gaps where we could improve? ✔ What are we going to start doing from now on? ✔ What will happen if we don't change? ✔ Create an action plan to embed new habits.
One Day or Two? Build Your Programme
The one-day course covers everything a team needs to deliver great care. Many organisations, though, combine it into something bigger.
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Sales Skills → the natural pairing: win the customer and keep them. Together they make a comprehensive two-day programme.
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Effective Communication → communicate professionally and effectively in every interaction.
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Time Management → stay organised and prioritise what is really important in a fast-paced role.
Tell me what your team needs and I'll design a programme around it – a single focused day, or a series that builds real capability over time. Let's talk →
Meet Your Trainer
Mark Baglow
Hi, I'm Mark. When you book this course, you get me – not an associate, not a script read off a slide.
I've spent fifteen years in the world of education, training and development. During my career I learned the thing that still shapes every course I run: people don't remember what you tell them, they remember what they do.
My training is practical, hands-on and refreshingly jargon-free – real tools you'll use on Monday morning, not dry theory you'll have forgotten by lunch.
I'm a certified DISC analyst, and I've designed and delivered leadership, management and communication training across sectors including education, software and financial services.
I'm based in Birmingham – right in the middle of the country – so I can reach you easily for in-person training anywhere in the UK, or even internationally! I also provide live online training if that suits you better.
I keep my business deliberately personal: you deal with me directly, from first enquiry to post-course follow-up, and every session is built around your people and your real-world challenges.
Pricing & Learning Options
In-House Group Course
Live Online
Private group training with Mark Baglow for your organisation live online via Teams.
Tailored to your requirements.
Detailed course notes and resources included.
Recommended group size of up to 10 participants.
Pricing is a day rate for the group - not per person
from £1,150
per day
Works out at under £120 per person for a group of 10
In-House Group Course
In-Person
Private group training with Mark Baglow in-person at your workplace.
Tailored to your requirements.
Detailed printed course notes and resources included.
Recommended group size up to 12 participants.
Pricing is a day rate for the group - not per person
from £1,400
per day
Works out at under £120 per person for a group of 12
Best Value for Teams
Half-day courses for in-house training are available on request.
Your satisfaction, guaranteed. I'm confident you'll find this genuinely valuable. If you attend a public course and don't feel it was worth your time, I'll refund your place. For in-house training, if it doesn't deliver what we agreed, I'll put it right.
The final cost of in-house training depends on delivery format, location (including London), group size and any specialist tailoring; travel and accommodation may apply for in-person sessions. No VAT is currently charged.
How In-House Training Works
Bringing training in-house for your team - whether in-person or online - is simpler than you might think.
Here's the whole journey:
Get in touch: Tell me a bit about your team and what you'd like to achieve.
Fill in the form or book a free 30-minute call.
Free scoping call: We talk through your goals, your team and any specific challenges. No charge, no obligation.
Tailored proposal: I send a clear proposal with tailored content and a price. Tailoring and prep are included as standard - no hidden extras. No VAT is currently charged on top of my prices.
Delivery: I deliver the session at your site or live online, fully tailored to your organisation.
Follow-up: Everyone leaves with a workbook and post-course resources to embed what they've learned.
Want to Learn More?
No VAT currently charged · Free discovery call · Tailoring & prep included
Course Dates
This course is currently offered as in-house training, but public course dates can be added according to demand.
Register your interest below and I will let you know as soon as any public dates are added.
Looking for in-person or remote communication skills training for your team?
Please contact me to discuss in-house training options.
- Register Your Interest - Customer ServiceFuture public course datesOnline
Customer Service Training Across the UK
I deliver in-house customer service training in London, Birmingham, Manchester, Leeds and nationwide – in person at your workplace.
I'm Birmingham-based and travel across the UK and internationally
I can also deliver all of my training live online – perfect for remote or hybrid teams.
For in-house training the content can be tailored to suit your organisation and offers excellent value per-person.
Get in touch to learn more and get a custom quote.
Who Is This Course For?
This customer care course is ideal for anyone who interacts with customers, clients or service users - whether in person, over the phone, or online.
It provides practical, confidence-boosting tools that make everyday interactions smoother, calmer and more professional.
Because customer care is everyone's job, this course suits far more than just the service desk:
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Customer service teams – who deal with enquiries, complaints and day-to-day support
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Sales professionals - who want to improve customer loyalty and retention to win repeat business
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Front-of-house and reception staff – who manage first impressions and customer flow
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Call centre and helpdesk teams – who need practical tools for challenging conversations
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Administrators and office staff – who handle service queries alongside other responsibilities
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Retail staff and hospitality teams – who rely on rapport, communication and professionalism
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New starters – who want strong foundations in customer care
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Anyone who wants to improve their confidence, communication and problem-solving skills
Whether working in a customer-facing role every day or only dealing with customers occasionally, this course helps you deliver service that strengthens relationships and builds loyalty.
Frequently Asked Questions
For more general questions about booking, pricing, delivery and more, please visit the main FAQ Page
Why Choose Mark Baglow Training
Practical & Interactive
Every course is full of real examples, and designed so you can immediately apply what you learn on Monday morning.
Expect discussion, group work and hands-on exercises, not death by PowerPoint.
Delivered By A Real Expert
You learn directly from me - an experienced trainer and certified DISC analyst.
You deal with me every step of the wat. No associates, no random person delivering the training. You get a 100% personal service.
Tailored to You
Every in-house course is built around your organisation: your challenges, your sector, your team's real situations.
Tailoring and preparation are included as standard.
Proven Track Record
Trusted by organisations nationwide
Consistent 5-star feedback and repeat clients across a wide variety of sectors and types of organisation who value practical, impactful learning.
Every sales professional needs customer service skills. Build trust, handle objections and close sales confidently without the hard sell.
Improve clarity, confidence and rapport in workplace and customer-facing conversations.
Prioritise tasks, stay organised, manage your email, and focus your efforts on what really matters.
I deliver training in many other areas including Leadership, Project Management, Microsoft Office, AI Tools and more.
If you want to strengthen your team's customer care, build confidence in handling difficult conversations, and create service experiences that keep customers coming back, I’d love to help.
My Customer Service Skills Training will give you practical tools, simple frameworks and real-world examples you can start using immediately.
Just fill in the form to get the conversation started.
You can also book a free 30 minute no-obligation consultation call here
