Customer Service Skills| In-house team training

Mark Baglow Training Limited

Below is the typical content for a one-day course. The exact content can be tailored according to your specific needs.

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Understanding Customer Service Excellence

Explore what great customer service looks like in today’s workplace.

• Understand what customers truly value in service interactions

• Recognise the moments that influence satisfaction and loyalty

• Make a strong professional first impression

• Use tone, clarity, and consistency to build trust

• Understand the difference between good service and exceptional service

• Analyse examples of effective and ineffective customer care

Communication Skills for Customer Success

Improve communication to prevent issues before they arise.

• Practise active listening to understand customers quickly

• Ask effective open and probing questions

• Use verbal and non-verbal communication to build rapport

• Communicate professionally by phone, email, and in person

• Apply empathy and emotional intelligence to improve outcomes

• Adapt your communication using DISC personality styles

Handling Difficult Customers with Confidence

Respond professionally when conversations become challenging.

• Understand the root causes of difficult behaviour

• Use proven techniques to de-escalate tense situations

• Stay assertive without becoming defensive

• Handle complaints calmly and constructively

• Manage anger, emotion, and frustration with confidence

• Turn negative interactions into positive outcomes

Delivering Service That Builds Loyalty

Create experiences that customers remember for the right reasons.

• Deliver personalised, memorable service

• Manage expectations clearly and realistically

• Apply the “Make Me Feel Important” (MMFI) principle

• Use ownership and follow-up to maintain trust

• Understand the link between customer care and repeat business

• Support a positive, consistent service culture

Reflection and Action Planning

Turn insight into meaningful improvement.

• Identify individual and team strengths

• Recognise current service gaps and improvement opportunities

• Decide what to start doing differently

• Understand the consequences of not changing

• Create a practical action plan to embed new habits

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Some of the excellent feedback Mark Baglow Training has received:

"Mark recently came to visit us to provide our management teams with some vital tools to enable us to navigate all possible scenarios we could face in day to day management of teams and individuals. We all took away different aspects which were incredibly useful and have already made a difference to the feel of the management within the company."

"Mark is the best! ​​His expertise is unmatched. What stood out most was his ability to adapt the training pace to my learning style while ensuring I developed a thorough understanding of each concept.​ I HIGHLY recommend working with Mark."

"Mark’s delivery was clear, engaging, and very informative. His knowledge and practical examples have given us valuable skills that will make our daily work more efficient. Every section of the training can be adapted to use in our work. We have already spoken to other colleagues about how well our day went. Highly recommended Mark and will certainly be in touch again for any future training needs! Thank you Mark."

"Mark has a brilliant way of breaking things down so they’re easy to understand, no matter how complicated the topic might seem. He’s methodical and clear, but never dull! And he’s always happy to go the extra mile to ensure everyone feels supported."

"I really enjoyed the course and refreshing some lost knowledge. I will put all I have learnt into practice going forwards, found the course very helpful & useful."

"Mark was excellent!!!"

"Mark was a fantastic trainer, and spent several sessions working with me. Mark is patient and knowledgeable, getting me up to speed with specific subject areas quickly and effectively."

"I'll be referring to the training material on a regular basis to keep learning and getting used to everything we learned today."

"He was full of knowledge and made the course run very smoothly and had plenty of time to go over anything if required."

• Customer service and support teams

• Client-facing and frontline employees

• Account management and customer success roles

• Teams handling complaints or customer issues

• Organisations seeking a consistent, high-quality service culture

No previous customer service training is required.

This course is suitable for mixed-experience groups.

Delivery format (on-site or live online) can be agreed in advance.

Developing strong customer service skills improves confidence, communication, and customer relationships.

Employees who deliver exceptional service help strengthen reputation, retention, and long-term business success – and are well positioned for future progression.