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.

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