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Delight the Customer - Exceptional Customer Service
Course Overview
Delight the Customer - Exceptional Customer Service
Learn how to deal with customers in different environments and to deal with different situations in order to excel in customer service.
Course Content
Module One - Introduction:
- How do we see customer service?
- The cost of good and bad customer service
- The value of exceptional customer service
- The impact of word of mouth and word of mouth feedback
Module Two - Communication and Interpersonal Skills:
- The Johari window
- Creating a positive first and last impression
- The barriers to effective communication
- Overcoming barriers to communication
- The art of listening
- Effective questioning techniques
- The information funnel
Module Three - Developing Your Skills:
- Identifying and exceeding customer expectations
- Techniques for building rapport
- Building and maintaining effective relationships
- Giving and receiving information
- Verbal and non-verbal communication
Module Four - Difficult Customers:
- Why we lose control
- Taking responsibility to fix the problem
- Turning negative situations into opportunities
- Angry customer types
- Handling different customer types
Module Five - Problem Solving:
- Realistic, honest solutions
- Agreeing timeframes
- Problem solving techniques
Located at: Online and face-to-face
Course Start:
View dates
Course length:
1 day
Course Code: STT0006
Upcoming Course Dates
No current dates available.
Course Fees and Funding
How much does the course cost?
- Open participant course: £195.00 per person maximum 10 people
- Closed company course: £1,000.00 per course maximum 10 people
Other funding information
Course Content
Learn the stages of negotiation and the skills required to achieve desired results.
Course Content
Delegates will understand the skills needed for powerful and effective negotiation on both an individual level and in teams. They will be able to identify and develop strategies, explore bargaining skills and learn how to structure a negotiation, using techniques intended to achieve the best possible results.
Module One - Introducing Negotiation:
- The four rules of negotiation
- The point of balance
- Negotiation strategies:
Broad front
Deep penetration
- Different types of negotiation:
Positional
Principled
Situational
- The key skills of an effective negotiator
Module Two - The Stages of Negotiation:
- Preparation and objectives
- Establishing the climate
- Exploration
- Bidding
- Bargaining
- Settling and ratifying
Module Three - Behavioural Influencers:
- Barriers to achieving a successful outcome
- Rapport and body language
- Verbal and non-verbal communication
- The art of listening
Module Four - Negotiation Skills:
- Probing questioning
- Techniques used in the questioning process
- Listening, responding and body language
- Compelling suggestions and proposals
- Testing offers and gaining agreement
- Behavioural responses to negotiation
- Individual and team negotiation
Module Five - Outcomes and The Right Result:
- Using acceptance time strategically
- The principles of negotiation
- Key tactics of negotiation
There is no formal assessment on this course.
Delegates must have the following equipment to attend this training remotely:
- PC or laptop with a microphone and speakers (webcam is preferred but not essential)
- Access to the internet and web browser application (e.g. Google Chrome)
- An email account for file sharing
On completion of this workshop, you may wish to progress to other ITS workshops or programmes in either this area or another area of study.
The course information on this page was last updated
08 April 2026.
