Customer Excellence – Virtual

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Customer Excellence - Virtual

A full-day virtual training experience for frontline colleagues who want to deliver service that’s human, confident and consistently brilliant.

In today’s contact centre environment, customers expect more than just answers. They expect empathy, clarity and connection. This immersive and energising session helps frontline colleagues explore what it really means to deliver customer excellence in every interaction.

Through practical tools, real-world scenarios and reflective discussion, participants will build the mindset, behaviours and communication skills needed to create trust, handle complexity and leave a lasting impression.

If you’d prefer to take this course at your contact centre, we also offer it in person at a time and date that suits you. More information here.

By the end of this session, you’ll:

  • Build rapport and trust from the very first moment of contact
  • Understand the power of presence and how to stay focused and connected
  • Use the Conversation Cycle to structure great conversations
  • Avoid assumptions and stay open-minded in every interaction
  • Communicate with clarity and confidence using tone, language and vocal impact
  • Emotionally connect with customers using empathy and the Emotional Bank Account
  • Handle difficult conversations with calm, control and care
  • Leave customers with a positive final impression

Read full course description

Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

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.

 

Where and when?

Date: Tue 3 Mar 2026

Time: 09:00 - 16:30

Location: Online

Format

Taking place on Zoom.

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?

£249 + VAT per person for members

£299 + VAT per person for non-members

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For details on membership packages and benefits click here.

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