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Course Information


This course is designed to provide an introduction to the “hands-on” skills and methods required of staff working in a customer-orientated environment. Each topic will be investigated, with practical examples and scenarios allowing the delegates to relate the recommended techniques to their working environment.


  • The First 30 Seconds
  • Projecting the Right Image
  • Identifying and Prioritising Objectives
  • The 3 A's: Appearance, Attitude and Approach
  • Tone
  • Pace
  • Prompt and Pause
  • Dealing with Mr Grumpy
  • Handling Complaints
  • Handling Difficult Situations
  • The No-Blame Environment
  • Owning the Situation
  • Customer Care – Ten Golden Rules
  • Professional Care Delivery
Public Dates & Prices

There are currently no public dates for this course. This course can be run as a private course either at one of our training centers or at your offices. To get pricing for this use our quote wizard to generate a customised quote or call us on 0118 324 3000 to discuss your requirements.

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1 Day


  • Noel was an excellent tutor. He did check all of the group was able to keep up and if there were any problems or questions of the attendants, he was always willing to help.

    Marianne Seager - Wincanton
  • This was a really good training, nicely paced, very useful and well presented. Thank you, Stuart!

    Joris Latinne - Oracle