90 minute, half & full day workshops

Frontline Customer Service
Training Courses

As customers, we all want to be treated well...but it doesn't always happen. These training courses will help you ensure excellent customer service as a golden thread...

Any customer dissatisfaction can be as much to do with the way they are treated as with an unsatisfactory product. And of the three crucial elements affecting satisfaction - product, process and people - it is the last of these three that is the most variable - and may therefore offer the biggest risk to customer satisfaction.

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Frontline Customer Service Workshop Content

Defining excellence

What are the participants' best and worst experiences, and why? This provides an excellent starting point for producing a service excellence checklist.

The customer satisfaction triangle

3 factors that form the recipe for customer satisfaction… and of course, create dissatisfaction if any are missing...

Customer drivers

What do customers really want?... How many of the 11 on our list are you staff already delivering, and can you close any gaps?

Are you MAD enough?

MAD stands for 'Making A Difference'. We all make a difference - that's non-negotiable. What matters is what kind of difference does each employeee make?

Making a positive first impression

Many of your staff will be the first point of contact for your customer - or potential customer. That first impression made will shape all future impressions and opinions - not only of that member of staff, but of the whole company,,,

Moments of Truth

The Moments of Truth method: how it is typically used as part of any mystery shopping, and our MoT template to help you carry out your own MoT...

Telephone tips

We've all experienced good and (really) bad customer service over the phone... Follow these tips to give your customers the experience we'd all like to have, every time.

Who is customer service skills training for?

Our frontline customer service training courses are ideal for anyone who wants to provide excellent customer service. In particular these courses are helpful for anyone who wants to:

 - learning outcome Improve their own awareness of what contributes most to high quality customer service.
 - learning outcome Provide front line staff with the skills and confidence to provide excellent service.
 - learning outcome Ensure excellence when helping customers over the telephone or online.
 - learning outcome Carry out a Moments of Truth walk through of any part of the customer journey.

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Frontline Customer Service Workshop Activities

We start with participants sharing their own best and worst customer experience, to build a checklist of customer excellence; we then look at the key 'drivers' that need to be met to satisfy any customer, before moving on to the key issues of MADness, first impressions, telephone tips and Moments of Truth - all of which participants will have the opportunity to practice on the full day course.

Never 'death by powerpoint'

We always provide a variety of learning approaches in each of our workshops.

Each workshop typically includes learning input from the trainer, supported by a range of mixed media, interactive elements, discussion and group work. Most workshops also include case work and practical skill-development activities to apply the learning, with more time dedicated to this in the longer courses.

'Want more?' resource pack

In addition to providing a copy of any slide deck, we always provide a ‘want more’ section, of curated resources including book summaries, podcasts, downloads and articles.

group activities
core learning input
your ideas & suggestions
paired activities
‘real life’ casework
tools & templates
learning recap quiz
My attention can easily wander, but this was never the case here, largely due to the variety of learning approaches used. Never a dull moment!

What are the benefits of customer service skills training?

Increased confidence and competence in delivering excellence
Greater awareness of what actually matters most to customers
Improved satisfaction and reputation among customers
Staff take ownership and pride in delivering excellence to customers

Customer Service Training Course Frequently Asked Quesitons

Don't different customers have different expectations?

Yes, but two key points: firstly, every customer expects a minimum level of care or service, which all staff should - must - be able to provide; and secondly, part of service excellence is to discover those different and personal needs, and meet them wherever possible - and this is something we cover on these training courses.

How do you prevent frontline staff from catching the customer's negative mood?

This is essentially to do with self=-awareness and self-control, which we also cover on these courses. Front line staff need to have high awareness of their own emotions and behaviours, and ensure they are appropriate at all times.

What is meant by 'the golden thread' in customer service?

This is a visualisation technique and a metaphor, based on the idea of a customer journey. It is that journey that is guided by the golden thread - something that guides the customer throughout their journey (the thread), ensuring that everyone in the organisation is responsible for making their contribution to that thread as positive as possible (golden).

Which of the three frontline customer service trainingcourses is it best to have my staff attend?

The shortest course will provide an experience-based overview of the key factors that together create customer service excellence on the front line; the half day course builds on this by explaining MADness, key drivers, telephone tips and Moments of Truth - and why all will contribute to customer service excellence. The full day then devotes the afternoon to putting all the morning's learning into practice.

Related courses & resources...


How can we consistently make a positive impression on others? This video shows you how...
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