York College

Who is it for and what is the aim?

This course is designed for all customer facing operatives from middle management to operational level.

What Delegates will Learn

  • What constitutes good customer service
  • The difference between customer needs and expectations
  • The range of customer types and the difference in their expectations and how these differences can cause conflict
  • How expectations can be set and exceeded
  • Concept of modern customer service with examples
  • Opportunities to upsell
  • The role of communication and body language in customer service
  • Dealing with different personalities
  • The nature and cause of customer complaints
  • The art of active listening in dealing with difficult customers


How will Delegates Learn?

This session will be delivered remotely Microsoft Teams or Zoom. The trainer will generate an event and details of the event code will be forwarded to each attendee in advance. On the day of the course attendees will use the event code to “join” the session at 9.30am.

Programme Delivery and Costs

The course is delivered over 2 x 3 hour sessions, attendance is required on both days.

Individual Cost: £99.00

Next Course Date


Further Information and Booking

If you're interested in this course then please contact us on:

Business Development Unit, York College, Sim Balk Lane, York, YO23 2BB
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Tel: 01904 770368 Option 1

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