Customer Service Skills

Customer Service Skills

Let's talk about Customer Excellence

Let ted inspire you to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer service relationships.
A one or two day course focused on the customer experience. We work with the team to determine what the experience should look like, and our actors will demonstrate the current experience so the team can see the impact their words and actions are currently having on customers.

Who is it For?

This course is perfect for any individual who spends the majority of their time engaged with customers (either internal or external) on the telephone or face to face.

Why Come on The Course?

Do you get frustrated with your customers?
Do you sometimes wonder why your customer is having a go at you?
Are you fed up with wondering why you keep getting the customers that constantly moan?
Do you sometimes wish your customers would just go away and leave you in peace?
Would it be easier for you if you just didn’t have to deal with customers!?
If you have answered yes to any of the above questions then this course is definitely for you

What is it?

A highly interactive course, using our professional actors and expert trainer, that is designed to help all employees at any level apply a range of skills and techniques that can be used to create a truly positive experience for the customer.

What will I do on the day?

You will explore some fundamental tips and techniques to be able to deal with customers confidently and effectively.
You will observe the actors in a scenario relevant to your world which shows a customer interaction. You will be asked to draw out from this what best practice looks like and be given the opportunity to put your new skills into practice using your very own bespoke scenarios.

What will I learn?

This is a hugely engaging, dynamic, fun and interactive session which is delivered with a blend of practical activities, discussions and theatre-based learning. You will get the opportunity to direct our actors, telling them what to say and how to behave, creating an excellent customer interaction outcome.

During the course of the day we will explore:

  • The skills needed to deliver customer excellence
  • Transactional Analysis
  • Positive, powerful and persuasive language
  • Tone of voice
  • Body Language
  • WIIFM – What’s in it for the Customer?
  • Being Pro-active as opposed to Reactive
  • Quality questioning and listening techniques

Your Takeaways

Your takeaways from the course will enable you to:

  • Understand what an excellent customer interaction looks like
  • Read signals from your customers to help them in the best way possible
  • Use really positive and engaging language to give the best impression you can
  • Understand the benefits to you, the customer and the organisation of delivering customer excellence
  • Demonstrate the skills and techniques that can be used to manage difficult and tricky situations
  • Demonstrate High Quality Communication Skills including questioning, positive language, body language, tone of voice and active listening
  • Understand how to reach win:win situations for both you and the customer

Learn more about Delivering Customer Excellence

Let's talk about delivering an enjoyable, engaging & impactful Delivering Customer Excellence training course which covers all the essential customer service techniques enabling you to identify your customer's needs and keep delivering a level of service that ensures loyalty and increased profits.

  • Your Takeaway's
  • What we will explore?
  • What will I learn?
  • Sustained Learning?
  • Course Enquiry

Your Takeaway's | Delivering Customer Excellence

Your takeaway's will be:

  • Understand what an excellent customer interaction looks like
  • Read signals from your customers to help them in the best way possible
  • Use really positive and engaging language to give the best impression you can
  • Understand the benefits to you, the customer and the organization of delivering customer excellence
  • Demonstrate the skills and techniques that can be used to manage difficult and tricky situations
  • Demonstrate High Quality Communication Skills including questioning, positive language, body language, tone of voice and active listening
  • Understand how to reach win:win situations for both you and the customer

Download course guide
ted learning teamDelivering Customer Excellence
Understand what an excellent customer interaction looks like

What we will explore? | Delivering Customer Excellence

This is a hugely engaging, dynamic, fun and interactive session which is delivered with a blend of practical activities, discussions and theatre-based learning. You will get the opportunity to direct our actors, telling them what to say and how to behave, creating an excellent customer interaction outcome.

During the course of the day we will explore:

  • The skills needed to deliver customer excellence
  • Transactional Analysis
  • Positive, powerful and persuasive language
  • Tone of voice
  • Body Language
  • WIIFM – What’s in it for the Customer?
  • Being Pro-active as opposed to Reactive
  • Quality questioning and listening techniques

Download course guide
ted learning teamDelivering Customer Excellence
You will get the opportunity to direct our actors, telling them what to say and how to behave, creating an excellent customer interaction outcome.

What will I learn? | Delivering Customer Excellence

Having attended our Delivering Customer Excellence course you will have explored:

  • The benefits and challenges to delivering an excellent customer experience
  • The knowledge, skills and behaviours required to deliver an excellent customer experience
  • The skills needed to portray confidence, competence and assertiveness when dealing with customers
  • How to wow your customers and go the extra mile
  • The impact your language, tone of voice and body language can have on others

Download course guide

ted Learning Video | 5 Steps

Delivering Customer Excellence | Sustained Learning

Ted Learning delivers fun, engaging, memorable and impactful learning. We do this by using expert trainers and professional actors to create either observational or participative theatre, which fully complements and supports the theory. However the challenge is not just creating a fun and positive training day, its about really sustaining the learning and ensuring behaviours change for the long-term when back in the workplace.

Delivering Customer Excellence | Continued Support

All our delegates have full access to our ted learning HUB – a web-based platform that enables all learners to continue the engagement with the trainer and actors, see latest case-studies and blogs from the ted learning team and engage with other learners, discussing their own challenges and successes..

Course Enquiry | Ted Learning

To find out how we can inspire your leaders and managers to achieve their potential for themselves and for your business, please get in touch..
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WHY ted Learning?

Our training is observational and participative, using teams of actors to bring it to life. We recognise that taking part in role-play is not for everyone, so we offer observational training – this is where two of our acting team demonstrate scenes related to the course and delegates observe and comment on the behaviors. Where a business is more confident working with actors, we take this to the next level with participative training so delegates get to practice their newly learnt skills.

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Meet the Trainers

Justin Smith-Essex

Justin Smith-Essex

Justin is the Managing Director & one of the co-founders of Ted Learning. Read More
Clare Samuels

Clare Samuels

Clare is the Creative Director & one of the co-founders of Ted Learning. Read More
Patrick Holtby

Patrick Holtby

Patrick has been part of the ted learning team since soon after the business was formed. Read More
Katherine Mount

Katherine Mount

Katherine is a key member of the team and project manages several training courses. Read More
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Meet the Trainers

Justin Smith-Essex

Justin Smith-Essex

Justin is the Managing Director & one of the co-founders of Ted Learning. Read More
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