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.
Cost: £249 + VAT = £298.80
‘Pre-work’: Complete a short personality styles questionnaire.
This workshop is delivered by Scott Rumsey.
Agenda
(9.30 – 16.30)
1. Welcome to GREAT customer service
- 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?
2. G is for GREET
- 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
BREAK
3. R is for Recognise needs
- 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
LUNCH
4. E is for Empathise
- 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
5. A is for Act
- 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
BREAK
6. T is for Thank
- 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
7. GREAT ways of handling complaints and difficult situations
- 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
8. Your action plan
- Prioritising which actions to take
- What specific actions will you take?
- By when?
- How will you know when you've been successful?
- Activity: surprise!
