Effective Training and Development
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Customer Service: Front Line Skills

Who should attend, and why?

This one-day programme is for any customer-facing employee, and that includes internal as well as external customers.  It will focus specifically on core skills, that can (and will) make a real difference to your customer impact and satisfaction.


By the end of the course you will

  • Know the expectations customers have of your service
  • Confirm your role and responsibilities in terms of customer service
  • Be able to identify your ‘Moments of Truth’
  • Distinguish between ‘taken for granted’ and ‘added value’ and know why the difference is so important
  • Identify and practice core customer focused skills


  • What customers want
  • Three key service variables that make a difference to customer satisfaction
  • Moments of truth activity
  • Taken for granted and added value
  • Core customer service skills
  • practice

Development Method:

A mix of trainer input, small and larger group discussions, and practical activities, all supported by an underpinning knowledge workbook.


  • “important and insightful ideas I can put into practice straight away” (private nursing provider, Manchester)

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