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Customer Service

As first point of contact it is important that people who work in the area of customer care and service are motivated and recognised as vital to the growth of the business. This workshop will enable the delegates to meet and exceed their customers' expectations, provide excellent customer service and enhance their organisation's image.

Key subjects covered:

  • Understanding exactly what customer service is
  • Achieving and maintaining a positive mental attitude
  • Handling difficult customers
  • Turning complaints into a positive outcome
  • Building rapport with the customer
  • Using positive body language
  • Using customer friendly language
  • Improving questioning and listening skills
  • Seeing the situation from the customers viewpoint
  • Gaining confidence and achieving excellence

“The customer is king”


“Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it”

Peter Drucker

“If we don’t take care of our customers, someone else will”


“Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong”

Donald Porter

“Give trust, and you'll get it double in return”

Kees Kamies

“The goal as a company is to have customer service that is not just the best, but legendary”

Sam Walton

“Being on par in terms of price and quality only gets you into the game. Service wins the game”

Tony Alessandra

“People expect good service but few are willing to give it”

Robert Gately

“To my customer. I may not have the answer, but I’ll find it. I may not have the time, but I’ll make it”


“Here is a simple but powerful rule - always give people more than what they expect to get”

Nelson Boswell

“In business you get what you want by giving other people what they want”

Alice MacDougall

“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied”

Jerry Fritz

“Although your customers won’t love you if you give bad service, your competitors will”

Kate Zabriskie

“Customer service is not a department, it's an attitude!”


“A complaint is a gift”

Claus Møller

“As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company”


”People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction”

Theo Michelson State Farm Insurance

”The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer”

Peter Drucker

”Biggest question: Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way?”

Jeffrey Gitomer

”Treat every customer as if they sign your paycheck…because they do”


”A customer is the most important visitor on our premises. He is not dependant on us – we are dependent on him”


”There is only one boss, the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”

Sam Walton

”Unless you have 100% customer satisfaction…you must improve”

Horst Schulz

Call 07999 155303 or to register your interest click here

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