Customer Interaction – Level 1

Overview

Customer service begins the moment a customer calls or walks through the door — this moment of truth determines how the customer perceives the organisation.

This course helps delegates understand what customer service really means, how attitude influences service quality, and how to develop a positive, customer-focused mindset that builds loyalty and lasting relationships.

Course Details

Objectives

On completion of this course, delegates will be able to:

Explain the meaning of customer service in relation to internal and external customers.
Recognise how attitude impacts service standards.
Develop and maintain a positive, customer-focused approach.
Apply techniques for engaging with customers effectively.
Improve self-awareness and professionalism to enhance customer service.
Apply emotional intelligence to improve customer interactions.
Use digital and telephone etiquette to strengthen service delivery.

Delivery Methods

The course is facilitated by an experienced subject matter trainer, using a combination of:

Interactive Discussions
Role Plays & Case Studies
Practical Exercises
Videos & Slide Presentations
Games & Group Activities
Written Questions and Feedback

Who should attend?

This course is ideal for employees who interact with customers face-to-face or telephonically, including:

Frontline Staff
Receptionists
Call Centre Agents
Sales Staff
Client Service Representatives

Includes

Comprehensive Training Manual
Lunch & Refreshments (not applicable to on-site / online training)
Electronic Certificate (on successful completion of the course)
Electronic Delegate Feedback Questionnaire

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