Why Customer Service Training Matters
Give Your Customers the Service They Deserve
Excellent customer service is one of the most important skills in any organisation - yet most people have never received any formal training.
This practical one-day customer service course gives you the tools to communicate clearly, build rapport quickly, and handle difficult situations professionally.
You’ll learn how to create consistently great customer experiences, whether you’re dealing with clients in person, over the phone, or by email.
Learn how customer care is the foundation of repeat business and how to move from customer service to customer delight.
By the end of the session, you'll be able to:
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Communicate clearly, confidently and professionally
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Build rapport and trust with different types of customers
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Ask the right questions and listen actively
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Handle complaints, objections and challenging behaviours
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Stay calm under pressure and de-escalate conflict
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Provide service that leaves a lasting positive impression
Perfect for any role where dealing with customers is a key part of your work.
Customer Service Course Content
For in-house training the course can be tailored to your specific requirements.
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 apply what you've learned.
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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.
Understanding Customer Service Excellence
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.
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Understand what customers value and really want in a service interaction
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Recognise the moments that influence satisfaction and loyalty
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Make a strong professional first impression
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Use tone, clarity and consistency to build trust
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Identify the difference between good service and exceptional service
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Analyse examples of good and bad customer care
Communication Skills for Customer Success
Most customer service issues are really communication issues.
This module teaches you how to ask better questions, listen actively, and adapt your style to suit different personalities.
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Practise active listening to understand customers quickly
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Ask effective open and probing questions
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Use verbal and non-verbal communication to build rapport
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Communicate professionally by phone, email and in person
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Apply empathy and emotional intelligence to improve outcomes
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Adapt your communication using DISC personality styles
Handling Difficult Customers with Confidence
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.
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Understand the root causes of difficult behaviour
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Keep conversations calm using proven de-escalation techniques
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Stay assertive without becoming defensive
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Handle complaints professionally and constructively
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Manage anger, emotion and frustration with confidence
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Turn negative interactions into positive outcomes
Delivering Service That Builds Loyalty
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.
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Deliver a personalised, memorable experience
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Manage expectations and avoid overpromising
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MMFI - the "Make Me Feel Important" principle
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Use follow-up and ownership to maintain trust
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Understand the role of customer care for repeat sales
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Support a positive service culture across your team
Reflection and Action Planning
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Identify strengths and development areas
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What are we currently doing well?
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Where are there gaps where we could improve?
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What are we going to start doing from now on?
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What will happen if we don't change?
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Create an action plan to embed new habits
Course Delivery
In-House Training
Private in-house courses are available by contacting me. Delivered in-person at your site or another location of your choice. Training can also take place online via Teams.
In-house sessions allow me to tailor the content to your organisation’s specific goals, culture, and challenges.
Public Courses
Regular public courses available to everyone. Live, online training classes delivered via Microsoft Teams.
Perfect for individuals or a small number of attendees. Interactive and engaging to give you the classroom experience while building your skills and confidence.
Public Course Dates
Book instantly onto one of my regular public courses below. Online customer service courses are delivered as live instructor-led training via Microsoft Teams.
Looking for in-person or remote training for your team?
Please contact me to discuss our in-house training options.
- Customer Service 05/03/2605 Mar 2026, 09:30 – 16:30 GMTLive Online Training
- Customer Service 24/04/2624 Apr 2026, 09:30 – 16:30 BSTLive Online Training
- Customer Service 07/07/2607 Jul 2026, 09:30 – 16:30 BSTLive Online Training
- Customer Service 14/10/2614 Oct 2026, 09:30 – 16:30 BSTLive Online Training
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.
My customer service training is especially valuable for:
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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.
Why Choose Mark Baglow Training
For more general questions about booking, pricing, delivery and more, please visit the main FAQ Page
Develop consultative selling skills to 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.
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.
Join one of my upcoming public online sessions or get in touch to discuss in-house training – whichever you choose, you’ll gain practical tools to make real improvements right away.
Just fill in the form to get the conversation started.
You can also book a free 30 minute no-obligation consultation call here
