Mastering Customer Service
This comprehensive one-day programme will provide a depth of personal insight and enhance your ability to understand what makes excellent service, as well as be able to effectively resolve difficult situations with unhappy customers, whilst remaining positive.
All courses scheduled for June and July will be held online through Zoom instead of in the classroom. They’ll still take up a full-day, which will consist of several 2 hour interactive online sessions with independent work in between.
Contact us for availability and pricing, or see our Live Online Learning page for our interactive two-hour sessions that cover specific skills such as working from home, engaging remote meetings, using Zoom, and more.
Public Sector Price£225*
Charity < 15 Staff£125*
Charity 16-30 Staff£175*
Charity 31+ Staff£225*
- *per person, excluding VAT
Class size12 approx.
This one-day workshop will provide enhance your ability to understand what makes excellent service, as well as be able to effectively resolve difficult situations with unhappy customers, whilst remaining positive. It's perfect for anyone working in a customer-facing role, whether that is over email, over the phone or in person (such as in retail).
- Introductions and personal objectives
- Identify the threats of perceived poor service and the opportunities of perceived excellent service
- Understand what makes truly excellent customer service (internal and external) and review how your organisation is performing in specific areas
- Identify how your beliefs impact on your interactions with customers
- Discover the Customer Recovery Loop – avoiding the biggest mistake in customer service
- Understand the positive intention behind challenging behaviour from customers
- Use the LEAPS model to resolve issues for unhappy customers either face-to- face or over the phone
- Recognise the opportunity provided by complaints to your organisation
- Personal action plan beyond the programme
Lorraine Palmier91 days ago
Very informative training day - trainer was excellent as she got the whole group involved - and made it a fun day.
Group Learning Events
If you have five or more learners, a private group event could be cheaper.
We can tailor the content to your team, and host the workshop inhouse at your workplace or here at Happy's HQ in Aldgate, Central London.
What's it like to learn with Happy?
We offer complete individual involvement and participation on all of our workshops. In this video, Nicky delivers a short session about the different Communication Styles, and how they affect the way you work with and manage others.
The Small Print
For courses in June and July, all learners will need to install Zoom on their machines. Full technical requirements are on the Zoom website. Your link will be included in your joining instructions once you have booked your place — if you haven't received this email then please contact our team.
In ordinary circumstances, the course will run from 10am to 4:30pm (lunch is served 1pm to 1:45pm — we offer a choice of 3 cold bowl dishes). Please be careful to arrive by 9.45am for registration and refreshments. The course will start precisely on time and it may not be possible to go back over material missed by late arrivals. If you arrive over 30 minutes late you may be asked to leave and attend another day.
Please ensure you read our Terms and Conditions before booking for our payment terms and cancellation policy.
The happy Guarantee
We want everyone to go away from our courses feeling as though they have learnt useful, practical skills that they can use straight away when they go back to work.
If you don’t feel that your training has been useful or if you are unhappy in any way, please get in touch with our Customer Services team within 30 days of the course. We will be happy to offer you additional support and training free of charge to help you to gain the skills you need, or if you’d prefer, a full refund.
Due to current government guidelines we have temporarily closed our training centre in London. All of our staff are now working remotely, and all classroom training has been postponed until 29th May.
We have developed a fantastic range of interactive webinars delivered by our experienced facilitators, Live Online Learning. We understand that for many people this will be the first time that they have worked from home and so we have developed short 1.5-2 hour sessions to help you adjust to this new situation. You can see details of our IT Skills live online learning sessions here and our Personal Development sessions here – or we can adapt any of our classroom training into webinar format for you.
For the latest government guidance, please visit the gov.uk website.
We will continue to monitor the situation and will advise all clients if the situation changes.
If you have any questions or concerns, or would like to arrange some online training, our friendly team are available Monday to Friday, 9am to 5pm. You can leave a message on 020 7375 7300 or email us at email@example.com.
Did you know...
...one of the best ways to improve customer delight is to reflect on your own experiences as a customer?
One thing we all appreciate is being listened to. It's an obvious strategy – listening to your customers, taking their feedback on board – and yet it so rarely occurs.
Happy has a range of other personal development programmes, including:
Assertiveness teaches you techniques of assertive communication in order to express yourself more clearly, openly and confidently in your personal and professional relationships. Find out more
Emotional Intelligence enhances your ability to use your emotional intelligence to feel more positive and be more effective throughout your life. Find out more