Customer Care and Courtesy Course

Unlock the Power of Exceptional Customer Experiences

In today's competitive landscape, your customer service is not just a department—it's your most powerful brand differentiator. A single positive interaction can build lifelong loyalty, while a moment of discourtesy can damage your reputation instantly.

The Excellence in Customer Care & Courtesy course from Schultz Knowledge London is a transformative one-day program designed to equip your team with the skills, mindset, and techniques to deliver consistently outstanding service that wins customers and drives business growth.

This course is ideal for anyone seeking training in customer service and customer care. The majority of participants attending our customer service courses are dealing directly with customers or customer support roles, who want to develop their customer service skills and behaviours.

Venue: Uncommon Highbury Co-working Space

Course language: English

Join course

Check calendar

Who should attend?

Frontline Customer Service Representatives

Sales and Retail Associates

Receptionists and Hospitality Staff

Call Centre Agents

Team Leaders and Supervisors

Any employee who represents your company

Entry requirements

Qualification/s or experience in your subject area.
Applicants are expected to have a good command of both written and spoken English

Certification

The graduates will receive 7 credits CPD Certificate of Attendance in Customer Care and Courtesy.

Description

Participants will be placed in various contexts that simulate real situations, aiming to familiarise them with the importance of adapting their personal approach and communication style to the type of customer they interact with.
Special emphasis will be placed on direct interaction with the customer and on how it can best respond to requests to ensure that, in the end, we will have a satisfied customer of the company's services and interaction with its employees

The course is practical and aims to address specific elements of customer care in the interaction with different types of customers.

What do our customers act and react? How can we get what we want from the interaction with the customer? We, as employees of the company, are responsible for the reactions we get from the client.

Practical & Interactive: Less theory, more role-playing, group exercises, and real-life scenarios.

London-Centric Expertise: We understand the unique pace and diversity of the London market.

Course topics

The Foundation of Modern Customer Service**

Why courtesy is your competitive advantage.

The economics of customer retention vs. acquisition.

The Schultz Knowledge "C.A.R.E." model (Connect, Acknowledge, Resolve, Ensure).

Mastering First Impressions & Professional Presence

The 7-second rule: projecting warmth and competence.

Professional etiquette: greetings, tone, and body language.

The power of a smile, even on the phone

The Art of Communication & Active Listening**

Going beyond hearing: listening for feeling and fact.

Empathetic language: using phrases that build rapport.

Confirming understanding and managing expectations.

Managing Challenging Interactions with Grace**

Staying calm under pressure: techniques for self-regulation.

De-escalation strategies for angry or frustrated customers.

The "LAER" method (Listen, Acknowledge, Explore, Respond/Resolve).

Problem-Solving & Turning Complaints into Gold**

Taking ownership and empowering the customer.

Creative solution-finding within company guidelines.

Following up to ensure complete satisfaction.

Objectives

Upon completion of this course, participants will be able to:

* Understand the direct link between courtesy, customer satisfaction, and business success.

* Project a positive, professional, and helpful presence from the very first impression.

* Master active listening and effective questioning to understand customer needs fully.

* Communicate with clarity, empathy, and confidence, both verbally and non-verbally.

* Manage and de-escalate difficult situations with patience and professionalism.

* Turn customer complaints into opportunities to build stronger relationships.

* Apply the principles of emotional intelligence to navigate customer interactions.

* Utilise positive language to guide conversations toward successful outcomes.

Course agenda

Day 1

9:00 - 9:30 Introductory session

9:30 - 10:00 Defining customer care

10:00 - 11:00 Who are our customers?

11:00 - 11:15 Coffee break

11:15 - 13:00 Professional courtesy

13:00 - 14:00 Lunch break

13:30 - 15:00 Building customer relationships

15:00 - 16:00 Handling customer enquiries

16:00 - 16:15 Coffee break

16:15 - 16:50 Dealing with complaints

16:50 - 17:00 Closing session