Mastering Customer Service 1 Day Workshop

This one-day customer service training course 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 available online as Face-to-Face Live Online Learning using Zoom or in the classroom for private bookings only — please get in touch for availability.

Course Overview

Prices

  • Standard Price

    £450*

  • SME
    Fewer than 250 staff

    £385*

  • Public Sector Price

    £330*

  • Large Charity
    Over 31+ staff

    £250*

  • Small Charity
    Fewer than 30 staff

    £195*

  • *Per person, excluding VAT

  • Duration

    1 day

  • Location

    Interactive online sessions delivered via Zoom. The link is sent to you after booking.

    Online
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Course Overview

Our Mastering Customer Service one-day workshop is available both in the classroom and online through Face-to-Face Live Online Learning sessions. We have adjusted the course content slightly for online delivery — please select your preferred delivery method below to see the correct course outline.

 

Themes Covered

On this one-day workshop, you will learn:

  • 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

Our approach to online programme delivery

The learning will be through a combination of interactive workshops delivered live through Zoom and self-guided assignments over the day. 

The Zoom sessions will focus on group interaction, discussion, exercises, and opportunities to practice the skills. The self-guided elements will focus on explaining the concepts and tools and allow for self-reflection.

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.

Themes Covered

On this workshop, you will learn:

  • 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

Our approach to programme delivery

Every programme is designed to ensure complete individual involvement and participation, it will stimulate your thinking and challenge you. The key focus is on practical skills and real outcomes throughout. The content will involve an innovative and engaging blend of activities so that you can directly apply it to your current performance and your future success.


Related courses

You might be interested in these workshops covering similar themes:

  • Be the Best You Can be at Work — This comprehensive workshop covers assertiveness, stress management, active listening skills and time management, to help you work more effectively.
  • Assertiveness — Learn to be more assertive in this one-day workshop, analysing your current behaviour patterns and areas where you are having difficulty.
  • Assertiveness for Women — The same content as our standard Assertiveness workshop for learners who feel more comfortable in an all-female environment.
  • Building Self-Confidence — Learn how to work with your thoughts, feelings and behaviour to create a greater sense of self-confidence.
  • Active Listening Skills and Giving Positive, Constructive Feedback — Developing these skills can help you develop great ideas, win trust, keep customers, solve problems, avoid conflicts, and resolve them when conflicts do come up.

We also offer 1-to-1 Executive Coaching which can provide you with an insightful and structured space to discover and develop yourself further in order to achieve even more positive results.

Group Learning Events

Looking for a private group event for your team, or even your whole organisation?

We can organise a date that works for you, and we can tailor the content to your team. Our private workshops can be held online, inhouse at your workplace or here at Happy's HQ in London.

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.

Please reserve the session 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 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

All public classroom sessions take place at Happy's HQ in London at Robert Dolan House, 9 Alie Street, London E1 8DE. Please see our Contact Us page for full directions and a PDF map.

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.

If you have any questions or concerns, please get in touch with our friendly team.

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