Customer Service

Editable training materials on customer service.

This session on customer service aims to help you to understand the importance of good customer service and its impact on business success. More than that though, it focusses on the specific behaviours that make service good (or not) in the eyes of the customer, and introduces a model for delivering quality service every time you interact with a customer. Although written from a face-to-face perspective, reference to customer service on the telephone is referred to throughout.

In particular, by the end of the Power Hour you will be able to: 

  • State some of the effects of good (or poor) customer service on business success
  • Describe what constitutes good customer service 
  • Explain the 5 “F”s of customer service, and what they look like in your organisation 
  • Identify practical things that you can do to provide good service every time you interact with a customer.

To get a flavour of the core session, you can download our free Key Points Sheet and view the optional Power Point Slides in PDF format on the next page. Click 'Buy Now' and BEFORE you purchase, you can look at those free of charge. Remember... Much more detail is included in the training session plan and detailed delegate workbook which you get when you purchase.

Full Module Details

The Outline for this session is as follows:

Welcome and Introduction – Trainer and delegate input
What Good Looks Like (intro to the Circle of Control) – Reverse brainstorm exercise
Where are we now? – Customer Service questionnaire (Optional)
Customer Service behaviours -  (Optional) Card sort activity
The Five Fs of Customer Service – Trainer input and small-group work to explore each in detail.
Demonstration of the Five F’s – (Optional) Delegate demonstration
Customer Service on the Telephone – (Optional) Trainer input and group discussion
Summary and putting it into practice

A single licence covers a single trainer within your organisation running training sessions internally. OR if you are freelance trainer who intends to use them with one client (not on an open course). For corporate or multi-user licences please get in touch. Learn more HERE.

You may also be interested in our sessions on Handle Complaints, Communication and Telephone Communication.

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