Customer Service


Making the Experience L1  

Who is it designed for?

  • Front line employees
  • Employees new to customer service
  • Customer service officers

Programme Overview

  • Introductory to service, standards and professionalism
  • Understanding Customer Expectations vs. Customer Experiences
  • Improving the experience of the customer cycle
  • Identifying and analysing your customer characteristics and needs
  • Exploring customer service provider skills and how to improve them
  • Differentiating the types of customer interactions
  • Understanding Customer Behavioural Change
  • Effective techniques in handling difficult behaviours and difficult situations

Phi Methodology

Our methodology relies on active participation within the learning process, that includes for this course, but is not limited to:

  • Interactive group & individual exercises
  • Role plays
  • Individual skill practice, followed by feedback from peers and trainer

The course will be accompanied by audio-visual tools such as instructional videos and DVDs.
Each delegate will receive an individual workbook with the associated set of hand-outs.



No previous requirements.


Group Size

12 - 14

participants maximum


2 Days

from 9 am to 5 pm

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