GREAT Customer Service (24 June 2026)

Our Customer Service Training Programme, GREAT Customer Service, equips your team with the skills, confidence, and mindset to turn every interaction into a lasting impression.

Delivering GREAT customer experiences isn’t just about meeting expectations—it’s about exceeding them. It’s easy to lose the emotionally connected experience that customers crave in today’s digital world. In fact, studies show that 70% of customers spend twice as much with organisations they feel emotionally connected to — a connection we neglect at our peril.

That’s why the GREAT Customer Service Training Programme (delivered in-person or virtually) begins right there: with the human connection. It provides a clear structure for conversations that inspire loyalty, build trust, and leave customers feeling genuinely valued.

• What will you learn? Session overview and introduction
• Activity: GREAT Customer Service in 20 seconds
• Why you should stop trying to delight your customers?
• Making it easy for your customers
• What's your experience of easy service?

• Building an emotional connection and projecting warmth
• The formula for trust (warmth + competence = trust)
• How to inspire trust:
• Validate the customer's feelings
• 'Smile from the inside'
• Inspire confidence
• Activity: greet with warmth
• Activity: video clip-based discussion

• Recognising what your customer really needs from you
• Focus on the customer, not the 'problem'
• Asking curious questions
• Activity
• TED questions (Tell-Explain-Describe) and the question funnel
• Listening to understand and empathise
• Activity
• The levels of listening
• Activity: recognise customer needs
• Activity: video clip-based discussion

• Activity: video clip-based discussion
• Seeing things through your customer's eyes
• True empathy
• Personality styles
• Activity: attuning to your customer
• Activity: video clip-based discussion

• How to demonstrate competence and expertise and so inspire trust
• The ladder of accountability
• Activity: accountable language
• Activity: being accountable
• Activity: video clip-based discussion

• Ending on a high
• Why a good experience needs to be a good memory as well
• How to end on a high:
• Confirm what happens next
• Activity
• Thank the customer and give a personal and memorable goodbye
• Activity
• Activity: video clip-based discussion

• The part played by emotion
• A complaint is a gift!
• Take the H.E.A.T. out of any difficult situation
• Show empathy and understand the customer's situation
• How to say 'No' with empathy and respect

• Prioritising which actions to take
• What specific actions will you take?
• By when?
• How will you know when you've been successful?
• Activity: surprise!

'Pre-work'

Complete a short personality styles questionnaire.

This workshop is delivered by .

A popular and enthusiastic trainer, facilitator and coach, Scott revels in the opportunity to help people learn and flourish. He shows great empathy for his participants and creates a positive learning environment.

Scott works with people managers and team members facilitating interactive and engaging programmes.

The following titles are in regular demand:

• Honest / crucial conversations
• Management / Leadership skills
• Influencing and persuading/negotiating
• Giving and receiving feedback
• Emotional intelligence
• Assertiveness
• Change management
• Dealing with change
• Stress and resilience
• Performance management
• Creativity and innovation
• Presentation skills
• Coaching skills
• Time & priority management
• Behavioural & communication styles
• Communication styles
• DISC or Facet5 profiles and feedback
• Presentation skills
• From team member to team leader
• Managing across generations
• Team development
• Cross cultural competence
• Data brilliance
• Compelling business case

In recent years, some of the most enjoyable and valuable programmes have involved the use of actors, particularly in having more difficult conversations. This often involves actors providing extremely realistic responses in such situations for participants to test their skills. Alternatively, participants can observe a scenario, before ‘directing’ the actors to make improvements.

Virtual learning has naturally become more popular since the pandemic. Scott now delivers workshops ranging from 45-minute short, focused sessions to full and half-day online workshops bringing together colleagues from different locations around the country and internationally.

Despite this trend, Scott has also seen a return to in-person learning, where colleagues can spend time away from their day job to collaborate and learn together in the same space. Often facilitating creative ideas, participants have enjoyed working face-to-face again whilst sharing and learning from each other’s experiences.

Scott works extensively across the full range of sectors, including pharmaceutical, insurance, education, manufacturing, entertainment, local authority, not-for-profit and hospitality.

£249 + VAT = £298.80

BOOK NOW!

1. All our events are very popular and places on this course are limited to 12.
2. Please book (and pay) online using Eventbrite by clicking the 'Tickets' button at the top of this page.
3. Please read ‘the small print’: We reserve the right to refuse admission if payment has not been received. A full refund will be made for cancellations received in writing at least 20 working days prior to the event date; there is no refund for cancellations made within 20 working days of the start of the event. We reserve the right to change the programme, the dates, the trainer or the venue: participants will be notified as soon as practicable in such circumstances. In the event that the event is cancelled, a full refund will be given. We disclaim any further liability.
4. If you have a promotional code, please click on ‘Enter Promotional Code’ after clicking on 'Tickets'. (We regret that we cannot give discounts retrospectively).

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Host or Publisher The In-House Customer Service Training Company