Customer Service Excellence

May 24 2022, 09:00 - 16:00 (including breaks)

Any interaction whether spoken, written or face to face reflects on your business's brand. Customers and prospective customers expect consistency in communication and ever increasing levels of service.

Delegates will enjoy developing effective ways to manage others expectations & finding ways to create potential opportunities for other areas of your business. 


  • The Deadly Sins of Telephone Behaviour- a pre- recorded fictitious call where everything goes wrong- very exaggerated but a few seeds of truth that delegates can spot- great icebreaker
  • The Power of Positive Vocabulary- an exercise where delegates re- word less appealing items more positively to show the benefit/ hidden value. The idea is that we have to be convinced if we are to convince others.
  • Customer Service Assertiveness: Every day words which can serve to influence, persuade, motivate and placate customers and potential customers.
  • Understanding The Impact of Actions- How to get better understanding and agreement- often customers leave a conversation with their perception of the message which can sometimes be different to the reality of the situation!
  • Using Voice Control to Influence- here we explore how we can use characteristics of our voices to achieve the desired effect in conversation. (Rapport, empathy, persuading etc)
  • Probing for Understanding- questioning skills
  • Developing Active Listening Skills
  • Problem Solving With Empathy- Often we're so keen to drive a solution which isn't effective as the other party isn't in the right mindset to be influenced yet! 
  • Complaint Handling Skills- Identifying tactics to handle and resolve issues, taking ownership and some areas to avoid!

Booking Form

Booking authorised by:
Delegate 1
Delegate 2
Delegate 3
Delegate 4



£295 + VAT per person (members)

£395 + VAT per person (non-members)

An invoice will be generated by our accounts department once we receive your booking form. Please select which method of payment you would prefer:


For payment or to register more delegates, please contact:

Shelly Bridgnell on +44 (0)20 8773 5521 or email


TERMS & CONDITIONS: This booking form confirmation constitutes ‘acceptance of our course booking terms’. Payment for any training course is due on receipt of the invoice. Cancellations must be made within a minimum of 10 working days prior to the training course date, after which payment is required in full. Similarly, refunds of fees cannot be issued unless notice in writing is received a minimum of 10 working days prior to the training course. All cancellations will be subject to a 25% (+VAT) fee to cover administrative expenses. 

It may be necessary, for reasons beyond the control of the PPMA Ltd, to change the content, timing, speakers and/or date of the seminar, course and/or programme.