Customer Engagement Essentials

This programme covers the key principles and techniques required to deliver outstanding customer care. Learners will participate in practical exercises, discussions and role-play to apply the following topics: 

• Definition and scope of good customer service 
• Internal vs external customers 
• Skills, qualities and behaviours for effective customer contact 
• Verbal and non-verbal communication 
• Active listening skills 
• Managing challenging situations 
• Relevant consumer legislation 

The course can be tailored for In-Company delivery, allowing content, examples and Skills practice scenarios to reflect the specific customer service challenges, goals and context of the organisation. 

This course is designed for individuals who interact with customers in their role, as well as those preparing to enter a customer-facing position.  

It is particularly suited to: 

• Customer service representatives 
• Frontline and reception staff 
• Team members in support or helpdesk roles 
• Sales and account management personnel 

English Language Competency
A good standard of written and spoken English is important to engage effectively with this programme.

On successful completion of this course, learners will be able to: 

• Define the principles of customer service, recognising its critical role in organisational success 
• Demonstrate effective verbal and non-verbal communication techniques 
• Use active listening to understand and respond to customer needs 
• Apply appropriate techniques for handling complaints and challenging situations 
• Work effectively as part of a team to deliver quality service 
• Identify and apply relevant consumer protection and equal status legislation 

These outcomes ensure learners can translate theory into practical, workplace-ready skills. 

Our Tutors are experienced professionals with extensive expertise in customer care and communication. Each Tutor brings real-world experience, sector-specific insights and a passion for practical training. Their focus is on building learner confidence through engaging, hands-on exercises and personalised support. 

Learners benefit from expert guidance, relevant examples and actionable strategies they can apply immediately. 

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  Gina Ryan

  Gina Ryan has over thirty years’ experience in people managem...

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We use a highly interactive, practical methodology rooted in experiential learning. This ensures that every learner has the opportunity to apply new techniques, receive feedback and reflect on personal development throughout the course. 

Support elements include: 

• Pre-training consultation for In-Company courses to tailor content to learner and organisational needs 
• Facilitated skills practice sessions recorded for feedback and individual reflection, allowing learners to experiment in a safe, supportive space 
• Guided post-training reflective activities designed to embed learning, support behavioural change and identify future goals 
• Optional personalised coaching sessions (either one-to-one or group-based) 
• Live training is available virtually or delivered onsite to suit the needs of the team 

Class sizes are generally limited to 10 - 12 participants to support personalised learning and individual support. 

Completing this programme provides a strong foundation for further development in: 

• Dealing with Challenging Situations and People 
• How to Stay Resilient in the Workplace 
• Supervisory Management Skills 
• Team Leadership 

These pathways help learners expand their capabilities and take on more complex roles in customer service or leadership.