WorldHost Principles of Customer Service (one day)

Our WorldHost Principles of Customer Service programme will give your staff the skills and knowledge to deliver excellent customer service that will give your business a great reputation.

We know that, in an increasingly competitive business environment, you need to work even harder to retain customers and win new ones – and that’s where we can help.

Through this interactive programme, we will get your staff to think about their own experiences of good and bad service, understand why their role has such an impact on your customers’ experience, and learn vital communication and listening skills that will set them up for success.


Who should attend?

The WorldHost Principles of Customer Service training course is ideal for any member of staff that has day-to-day interaction with customers – whether they’re an assistant, supervisor, department head or director.

It’s also relevant to staff in non external customer-facing roles; many of our clients report that the training improves communications between work colleagues (ie internal customers) as well as staff involved in front-line customer service.

There is a maximum of 15 delegates on each course.

Course Content


  • Who are your customers? – internal and external
  • The importance of a customer to an organisation
  • Welcoming a customer – initial greeting, remembering names and making conversation
  • Creating a positive first impression – looking at the individual and the business
  • Case studies – looking at businesses who deliver excellence in customer service
  • The communications process – verbal, vocal and non-verbal
  • Professional telephone techniques
  • The importance of dealing with customer concerns
  • Effective listening skills
  • Handling complaints
  • Working as a team
  • Going the extra mile
Debbie McLorrian

We have trained all our employees on the WorldHost Customer Service Programme.  It ensured that they all know the principles of excellent customer care and how to go that little bit more.  It has helped us to achieve two customer excellence awards in both Lisburn and Belfast, which is reassuring to new patients joining the Practice.  All the staff have loved attending the training days too delivered by the Customer Sense team.

Debbie McLorrianPractice Manager