Standout Customer Service
Handle pressure, build trust, deliver results.
Duration
4 Days in-person training
Qualification
Level 2 Certificate in Principles of Customer Service
Funding Availability
Funding is currently available to Tees Valley & South Tyneside residents. See full funding requirements here.
Course Overview
Great customer service doesn’t just happen—it’s built on a clear understanding of how your organisation runs, how customers think, and how teams respond under pressure. This course gives you the tools to handle tough situations with confidence, build stronger relationships, and consistently deliver service that people remember for the right reasons.
Whether you’re just getting started or want to sharpen your approach, this course is practical, focused, and designed to fit into real working life.
What To Expect
On this course, you’ll take part in practical, hands-on training designed to help you handle tough customer situations with confidence. Expect a mix of group discussions, real-life scenarios, and simple tools you can use straight away. You’ll learn how to calm difficult conversations, say “no” without conflict, and turn complaints into positive outcomes. By the end, you’ll leave with ready-to-use phrases, a personal action plan for your role, and a certificate to recognise your new skills.
What You Will Learn
- Recognise how different parts of an organisation connect and affect the customer experience
- Navigate your organisational environment and understand how it shapes service delivery
- Stay calm and effective when dealing with frustrated or difficult customers
- Resolve service issues quickly, fairly, and with long-term impact in mind
- Build stronger customer relationships that encourage loyalty
- Spot opportunities to go beyond what’s expected—and act on them
- Support improvements in your team or department’s approach to service
Who Should Take This Course
This course is for anyone who interacts with customers—face-to-face, on the phone, or online—and wants to do it better. It’s especially useful if you:
- Work in retail, hospitality, healthcare, or any front-facing role
- Manage a customer service team and want to lead by example
- Are new to customer service and want to build a strong foundation
- Have experience, but want to handle challenging situations more confidently
No fluff. No theory without application. Just real-world skills that make a difference every day.
Our Next Course Starts:
Standout Customer Service – 13th, 16th, 20th and 23rd October
South Tyneside South Tyneside, United KingdomGreat customer service doesn’t just happen—it’s built on a clear understanding of how your organisation runs, how customers think, and how teams respond under pressure. This course gives you the […]
Key Information
Course length: Total of 4 days.
Qualification: NCFE Level 2 Certificate in Principles of Customer Service
Course availability: Click here to check our next starting date.
Cost: Fully funded for eligible residents
Funding requirements:
Tees Valley
Must be a Tees Valley resident. 19 years old and over.
South Tyneside
Must be a South Tyneside resident. 19 years old and over.
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