Course Topics

Exceptional Customer Service

Course Overview:

Nothing can break a company quicker than a customer experience that is memorable for all the wrong reasons

Huge satisfaction can be gained when ‘Exceptional Customer Service’ is received wherein both you and the customer benefits significantly.  Staff should remember that the customer who you have given ‘Exceptional Customer Service’ to more than likely has access to social media, and an experience enjoyed could be an experience shared with potentially millions

Synergy will show you how to keep the customer at the heart of all you do and provide positive experiences that customers remember and talk about for all the right reasons, providing front line staff with a clear understanding of communication and customer handling skills, learning Rapport Techniques to maintain customer relationships and deal with problems efficiently

Who will benefit:

Front line staff in direct contact with either internal or external customers, either face-to-face or on the telephone who are required to manage a wide variety of customer expectations.

Course Outline:

For more information or a full course outline email us at   with your requirements.

Course Content:

The Customer-led Approach

  • Finding out what your customer wants and needs
  • Putting customer needs first
  • Making the customer feel special and valued
  • How much time has the customer got? - be effective or be friendly?
  • Ensuring there is a 'no pressure' relationship
  • Managing first impressions - make or break
  • Maximising moments of truth - communicating face-to-face or on the telephone
  • Building relationships with different types of people - overcoming barriers
  • Inspiring confidence - presenting professionalism
  • Representing your organisation in a positive manner

Communicating Positively

  • Managing first impressions
  • Establishing rapport
  • Looking to exceed customer expectations
  • Positive body language
  • Successful telephone techniques - the do's and don'ts
  • Sounding clear, concise and positive
  • Learning to really listen
  • Dealing appropriately with different situations and awkward customers
  • Projecting professionalism and confidence - defining assertiveness
  • Giving bad news and saying 'no' constructively
  • Ending on a positive note

Front Line Complaint Handling

  • Understanding the customer's real problem
  • Caring about the problem - ensuring the customer feels listened to
  • Saying 'no' constructively
  • Developing positive customer relationships

Defusing a Difficult Situation

  • Turning complaints into opportunities
  • Defusing a difficult situation
  • Turning negative situations into positive outcomes - the value of feedback
  • Demonstrating empathy - gaining the customer's respect

Excellence in Customer Service - Provided by You

  • Internal and external customer service
  • Your role and responsibilities to the customer
  • Meeting customer expectations and needs - delivering a quality service
  • Achieving excellence in customer service - building customer loyalty

Taking Personal Ownership of Customer Satisfaction

  • Taking greater responsibility for customers
  • Taking personal ownership of customer satisfaction
  • Adding personal value and surpassing expectations
  • Enjoying the challenge and remaining customer-focused
Personal Development:
  • Action planning - the essential next steps
  • Continuous professional development - what next?
Key Benefits
By the end of this course you will be able to:
  • Resolve problems before they become problems.
  • Recognise your behaviour and its impact on customers.
  • Understand your customer needs and build a complete profile
  • Create a Winning customer service culture within your organisation
  • Achieve excellence in the service provided to customers and maintain professionalism under pressure.
  • Confidently communicate with customers and project the right image when dealing face-to-face and on the telephone.
  • Handle difficult people and challenging situations successfully using new tools, tips and techniques.
  • Confidently manage complaints and turn objections or issue into positive outcomes 
  • Set customer service levels and measure performance.
Training Methodology:

The training process is based on a carefully planned mix of succinct tutor input - with practical illustration of tools and concepts, group work on case studies (all video based - and lively), feedback, and selective work on individual issues in pairs. Team involvement and working enable a strategy to be created from start to finish. The Training is based on the 4 mat systems to enable complete learning. There will also be some opportunity for role play. You will receive an electronic toolkit within the material for subsequent everyday use.

We can come to you !

Did you know Synergy can come to you and deliver this workshop ‘In Company’ at your own venue or location. If you have three or more people who you would like to benefit from attending this workshop our trainer can travel to you and deliver the same specification of course for your staff at a fraction of the overall cost.

If you’d like to know more about this option email us at  – our operations team manages all of our ‘In Company’ events and we can talk you though the logistics, pricing and whether you’d like the workshop as advertised here or something tailor made just for your business.

We have several packages on offer so contact us today.

What is Continuing Professional Development (CPD)?

Continuing Professional Development (CPD) is a personal commitment to keeping your professional knowledge up to date, improving your capabilities, proving commitment and competency in your profession. It focuses on what you learn and how you progress throughout your career, helping you gain more credibility within your industry, with your employer, clients and gain competitive edge over your peers.

Being actively committed to CPD may in the future:
  • Improve your Resume
  • Maintain professional recognition
  • Showcase your achievements, attributes and your brand
  • Accelerate your career prospects
  • Deliver job satisfaction: ensuring you are Career focused
  • Reassure your Employers and Stakeholders that you are upto date and competent
How do I gain CPD recognition:

By attending Synergy Courses you can be assured that attendance, completion and certification will be rewarded by CPD points. To help advance your professional status CPD recognition is awarded on both public workshops and in-house courses, being dependent on the number of hours spent learning. On request Synergy Training Group will provide a certificate of attendance for you to use as evidence and to attach to your record card.

A number of our courses are accredited, endorsed or approved by a number of Learning & Development and Professional Bodies and Associations for more detail please contact us at 

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