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. It will equip you with the skills to effectively resolve difficult situations with unhappy customers, all while remaining positive.

This workshop is currently only available online, delivered as an interactive webinar via Zoom. See below for the full outline and upcoming dates.

Course Overview

Currently all of our classroom sessions have been suspended until we receive further government guidance. We have converted this classroom workshop into an interactive webinar delivered via Zoom.

We have had to adjust the course content slightly so it can be delivered online — please see below for the updated outline.

 

Themes Covered

  • 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

Themes Covered

  • 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
4 out of 5 stars

Fast paced introduction to some of the tools. Possibly a bit too fast, but it was an introduction/taster

Trusted Customer8 days ago

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 online, inhouse at your workplace or here at Happy's HQ in Aldgate, Central London (following current government guidelines).

Find out more and enquire now

What are Happy's online events like?

In this short video, take a look at some of the ways that we create interactive, engaging experiences online using Zoom.

Book now

See our available course dates, or contact us for bespoke options

The Small Print

For Face-to-Face Live Online Learning

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.

Each of the Zoom sessions will be roughly 2 hours long and include a short break. You should reserve out 10am to 4.30pm in your diary for the learning. This will allow you to join the interactive workshops and have time to reflect and do the assignments in between. We believe immersing yourself in the content for a whole day will create deep learning and lasting impact. 

Learners should log into the training session 10 minutes before the start time to ensure that they have downloaded and set up Zoom correctly. The course will start precisely on time and it may not be possible to go back over material missed by late arrivals.

Your active participation is expected: everyone will be heard and seen throughout, just as they would be if we were in a room together. To be heard, hear and seen you will need a microphone, speakers and camera — if you have a modern laptop that’s all you will need. Remember, you’ll need a quiet place to call from and a decent internet connection is a must.

Please ensure you read our Terms and Conditions before booking for our payment terms and cancellation policy.

For classroom sessions

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.

Coronavirus Update

Due to current government guidelines we have temporarily closed our training centre in London. All of our workshops are being held online via interactive face-to-face live online webinars, held via Zoom or GoToTraining.

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 hello@happy.co.uk.

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