Customer service training

Customer service training improves the experience your customers have in their interactions with your organisation. This includes all interactions in person, on line, by telephone as well as by sales, customer service, accounts people, or any others.

Customer service training aims to help people deliver improved service by helping them understand what makes better service and what customers expect.

In today’s competitive markets the need for customer service training is greater than ever. How your people interact with customers is a vital part of their experience with your brand. Get it right and you create loyal customers. Get it wrong and you feed the competition.

ITD approach to Customer Service Training

Customer service training designed and delivered by ITD covers the key processes and interpersonal skills. We get to understand the service your organisation gives, to ensure our training is delivered in the context of your market and your organisation.

Our style of training is a blend of training and coaching to help participants make the behavioural changes they feel necessary.

We also use the Live! approach. This means that you are working on your actual work situations and challenges whilst learning about models, frameworks, tips and ideas. 

Our approach means you will gain ideas which you can use in your work place straight away.

ITD Philosophy

Our belief is that it is always possible to improve your customer service. Just look at how the internet has changed our expectations of service. We expect to search and find pretty much anything we want within minutes. Our expectation is to buy that thing within minutes. We expect to get that thing delivered within days, but hopefully tomorrow. Some are promising delivery today. And we expect fast responsiveness. A reply now!

Customer service is changing. And fast! We all need to keep up. We need to consider our customers’ expectations and deliver. This means refreshing our approach all the time. Looking for ways in which we can improve our customers’ experience; whether this be in sales, after sales, accounts, how complaints are handled, or wherever. And this goes for external and internal clients.

Customer Service Model fromITD
Understanding your customers' experience of your service is helped with our customer service training.

"The internet is driving customer expectations ever higher; customer service training helps you keep up."

Models covered in our customer service training

It's not what you give, It's what they get

This ITD model explores the customers' experience and shows how this should be your focus not what you deliver.

Expectations Research

Research into expectations looks at what people expect from a service and what they would describe as exceeding their expectations. Model then applied to your organisation.

ITD Personality Model

The ITD Personality Model gives you a context for how personality impacts on service expectations. It also gives you ideas on how to adapt service to each personality type.

ITD Coaching Checklist

The ITD Coaching Checklist can be used by both service providers and their managers to review their consistent behaviours when they deliver customer service.

Some of the countries where we have delivered Customer Service training

Some of our Customer Service Training clients

Some of the roles and teams we have helped with our customer service training

What will you learn from our customer service training?

To download your Free ITD Tip sheet on Customer Service complete the form

Free ITD Tip Sheet - Customer Service

"Customer service is the 'how' you deliver, and is as important as what you deliver."

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Typical challenges of participants on our Customer Service training

How does our customer service training help your people?

What does our customer service training include?

Our customer service training gives participants ideas on how to improve the experiences of their customers. It looks at both the processes and people touch points where you and your customers interact. These touch points really matter. Get one wrong and it can have impact on the whole customer experience. To summarise, this training helps people deliver better service.

See more details below.


The cost of your customer service training course depends on; the duration of the session; the number of people; the number of sessions. Our pricing follows the market norm and we always help our clients to fit the cost with their budgets.

We do not charge for adapting our customer service training course to fit your needs. Contact us for a quote and read more about our approach on fees. Click here for more on our approach to fees.

"Customer service training is about learning how to take control of your customers' experience."

Customer Service Training - Workshop Overview

Our training can really help all customer facing people, especially those people who face challenging customers on a daily basis. It will also help those who want to improve the service they deliver.

Clients with challenges are by definition under a degree of stress. Things haven’t gone they way they want. Service has not been as good as they expected. But here is an opportunity to create a loyal and appreciative customer. Research tells us that a customer who has had a service issue resolved can be more loyal than one who hasn’t.

Managing expectations is key, but so is how we deal with the customer. That means not just what we can do for them, but also how we communicate with them. How they are treated can be at least, if not more important to what happens about the fundamental issue.

Customer service training can help people deliver great service, even in very challenging situations.

Duration & Location

Typically sessions last from 2 hours to 2 days, depending on the needs and objectives.

The location of the training can either be in your offices or at an external location such as a hotel or conference centre.

Pre Workshop Activity
  • Conversation to discuss the participant’s needs, the team’s service requirements and the needs of the organisation.
  • Draft workshop outline tailored to your needs.
  • Agreement of agenda.
  • Participants complete a short pre workshop task to engage them with the subject.
  • Objectives and introductions.
  • Your experience of service; Good & Bad.
  • Factors influencing client experiences of service.
  • Barriers to providing excellent service.
  • Educating clients in the long term to what they can expect.
  • Understanding client expectations.
  • Handling difficult situations.
  • Dealing with aggression.
  • How to say no nicely.
  • Taking responsibility.
  • Follow through & follow up.
  • Managing people separate from their issue.
  • Controlling the ‘under promise and over deliver’ principle.
  • Communication skills.
  • Client care standards.
  • Practice scenarios.
  • Workshop summary.
  • Personal action plans.
Post Workshop Activity
  • Participants leave with individual actions.
  • Email follow up of personal action plans.
  • Suggested conversation with their line manager on their actions.
  • Optional WebEx conference call follow up on these actions.
  • Optional 121 coaching.
  • ITD blog with further tips and suggestions.
Typical Participant Outcomes
  • Strategies, ideas and tips on how to deal with their communication challenges.
  • Understanding relevant models.
  • Knowledge of how to stand back from situations and take an overview of what is happening.
Participant Feedback
  • “Very interesting session.”
  • “Good practice and good ideas.”
  • “I need to do more thinking about the customer’s perspective.”
  • “Certainly made me think.”
Client Feedback
  • “It was a great programme tailored perfectly to our team.”
  • “Good balance of ideas and practice.”
  • “Exactly what we needed.”

Customer Service Training - Case study


The client is the IT Helpdesk function in a major organisation. Calls come from any other department with IT issues. Like many organisations the IT function has to balance the challenges of infrastructure limits, medium term projects and day to day service to internal customers. This team dealt with the latter but their experiences also need to be fed back to the project guys to make sure they are aware of the everyday issues of the IT function.


The team offer a 24 hour IT helpdesk service. Calls can be anything from ‘my computer doesn’t work’ to ‘we need to get access to new software for a client’. Every caller things their issue is the most important and must be dealt with now! The big challenge for the helpdesk team is to manage work, manage expectations and get the issues solved as quickly as possible.


Improve service given by the Help desk.
Develop skills of individuals in how to handle very difficult situations
Move reliance of some internal clients to totally rely on help desk for even the smallest IT issues, to being able to help themselves (e.g. how do I switch the printer on? – for the fourth time!)


We met with team to discuss their needs and the specific challenging situations. From there we discussed the internal clients’ perspective with the HR people. We then developed a two day programme with time for participants to put personal actions into practice, with a formal follow up session.

The session looked at some key questions:

  • How do we say no to very forceful senior people?
  • How can we manage expectations and get our message through?


  • Improved confidence in the team’s handling of difficult situations
  • Better scores in customer service by team
  • Improved self reliance of some fee earners

Participant Comments

  • “The training was very well led and very useful”
  • “We have put the actions into place and they have worked very well for us”

Client Review

“Excellent training designed to the specific needs of our Help Desk team.”

Why do organisations choose ITD for their customer service training?

Start a conversation

Call us on +44 (0)800 804 8086 to discuss your needs for Customer Service Training

How to improve communication skills