Customer Service Skills (half day)

Our Customer Service Skills course 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 understand why their role has such an impact on your customers’ experience as well as learning vital communication and listening skills that will set them up for success.

Who should attend?

This 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.

It is suitable for staff working in a variety of sectors including retail, housing, transport, community and tourism.

There is a maximum of 15 delegates on each course.

Course Content


  • Who are your customers? – both internal customers and external customers
  • What is customer service?
  • Why customers come to your business or go to your competitor instead?
  • Creating a positive first impression – appearance,  initial greeting, body language, premises etc
  • Using and remembering customer names
  • Customer service skills best practice – how you could go the extra mile in your business
  • The communications process
  • Effective listening skills
  • Dealing with complaints
  • Working as a team

Optional extras

  • Answering the telephone
  • The golden rules of bag-packing
  • Email etiquette
  • Social media customer service
  • Zoom etiquette

Key issues relating to your business can be covered within the course eg customer confidentiality, staff not wearing clean uniform, using mobile phones at work, etc.

NB This course has been registered by CITB NI for grant assistance to registered in scope employers.

Lynda is a professional, enthusiastic facilitator who delivers customer care training to our staff that is well structured, relevant and practical. Staff engage with the training through role play and find it very worthwhile.

DIane GrahamChief Executive, Ulster Independent Clinic

We had a great day’s training and the time flew by, which is always testament to a worthwhile day. The content was excellent and I would recommend paying that little bit extra to have the training bespoke to the organisation. It ensured the full attention of the team as they knew they could utilise their learning back in the workplace. Thank you

Aiden KeenanCustomer Services Manager, Argento