Customer Excellence - In-Person

Frontline teams are at the heart of every interaction, shaping how customers feel at every step of the journey.

Customers expect more than just answers. They expect empathy, clarity and connection. This immersive and energising course, that can take place either in-person or virtually, helps frontline colleagues uncover what true customer excellence really looks like in practice.

Knowing how to build strong rapport and genuine trust is essential. These skills help create meaningful conversations, resolve challenges more effectively, and leave customers feeling confident and valued long after the interaction ends.

If you’d prefer to attend this course online, we run it virtually too. More information here.

Course Description

The training is split into modules covering a range of skills which are critical to customer excellence.

So, whether you want to improve the rapport and trust with your customer, master the art of difficult conversations, communicate more effectively with vulnerable customers or explore how to connect emotionally with your customer, this training has it all.

Learning outcomes

By the end of the workshop, you will be able to;

Build rapport and truly connect with your customers confidently
Understand the art of ‘being present’
Have great conversations with all customers
Respond to customers with empathy and care
Communicate clearly with customers and colleagues
Connect to customers in a human way
Demonstrate effective listening skills
Use the best questioning techniques

Benefits to your business

Support your advisors to build their confidence
Boost advisor resilience
Improve customer experience
Improve efficiencies within your contact centre
Enhance employee engagement

Course content

Rapport & building trust
Being present – the theory of ‘circles of presence’
The Conversation Cycle: Ask/Listen/Acknowledge/Inform
Acknowledging the customers’ situation with empathy & why it’s important
Communication Skills : Tone & Language
Emotionally connecting with your customer
Dealing with difficult conversations
Active Listening Skills
Questioning Techniques

About the trainer

Mike Axford

Mike started his career in the contact centre industry over 25 years ago and is now an enthusiastic and passionate trainer with a wealth of experience.

Mike has been an associate of the CCMA Academy for ten years and has extensive experience delivering training programmes to customer service and sales frontline advisors and team leaders.

He’s an engaging trainer with a natural ability to bring products and services to life, delivering creative solutions to meet and exceed the clients’ needs. He is a confident and dynamic presenter with a genuine passion for Learning & Development. Mike has trained high profile clients and has also developed, designed and delivered training globally to diverse cultures including South Africa, India and the USA.

Mike is a qualified trainer and holds the CITP (Certificate in Training Practice), CIPD.

What delegates say

“Mike’s delivery, and his ability to read and adapt to his audience, underpinned by his expert knowledge, helped me understand the content, and retain the information given”

“Covered lots of strategies for dealing with customers, really engaging and everyone was involved in activities”.

“All members of the group had instant ‘takeaways’ that can be put to use straight away”.

Enquiry Form

To request information about this course or book it please fill in the form or email info@ccma.org.uk.

Format

Full day training face-to-face (6 hours learning, 1 hour break)

Who is it for?

Anyone in a customer-facing role.

Why should you go?

To improve your soft skills, increase your engagement and enable customer excellence.

How much is it?

£2,400 + VAT (Members receive 20% discount)

Additional discounts available for group bookings

Price quoted is for face-to-face delivery of the training for a group of up to 12 people. Does not include trainer expenses.

Customer Excellence – In-Person