Building Unshakable Customer Loyalty™
Customer Service Course Features
SUBJECT
Customer Service
DURATION
1 Day
CERTIFICATION
ILM-Recognised
TRAINER
Nicholas C. Hill FCMI FIoL FIC
PARTICIPANTS
Leaders and Managers
DELIVERY
Open Scheduled • 1-2-1 • In-House Tailored
FORMAT
Classroom • Virtual Classroom • Hybrid
MATERIALS
Hard Copy Workbooks • Digital Workbooks
Instructor-Led Customer Service Training
Master Trainer Nicholas Hill
Nicholas C. Hill FCMI FIoL FIC is a seasoned master trainer and the creator of 68 ILM-Recognised courses. His training is high-impact and results-driven, presented in classroom and virtual classroom formats. Since 1996, he has delivered training for over 700 organisations, leading to team improvements of up to 234% in performance, 136% in efficiency, and 104% in productivity.
Customer Service Course Summary
Module 1
Empathetic Customer Communication
Module 2
Customer Satisfaction Optimisation
Module 3
Customer Loyalty Development
Module 4
Multichannel Customer Experience
Participant Challenges
You deliver inconsistent customer service that damages trust and discourages repeat business. Interactions feel scripted rather than sincere, and emotional cues are missed or ignored. Feedback is overlooked, kept in silos, or too vague to act on. Issues repeat, customers feel unheard, and service stagnates. Loyalty feels random, and digital channels lack cohesion. Without urgent action, satisfaction declines, trust erodes further, and customer relationships end suddenly.
Course Objectives
Designed and delivered by Nicholas Hill Academy Ltd, this course helps you strengthen emotional connections, raise satisfaction, and build trust through confident communication and exemplary customer service. You personalise interactions, apply insight from feedback, and align digital channels to create seamless experiences. Long-term, you inspire loyalty, drive performance, and elevate your professional impact.
One Day
Building Unshakable Customer Loyalty™
Module 1: Empathetic Customer Communication
Outcomes
• Master communication and active listening skills to build deeper customer relations • Vary your tone, gestures, and vocabulary to establish trust and build customer rapport • Apply methods to reduce customer confusion and respond with greater empathy
Syllabus
Message Encoding, Message Decoding, Emotional Perception, Reflective Listening, Mirroring Language, Summarising, Clarifying, Affective Response, Calming Language, Communication Styles, Microexpressions, Voice Modulation, Assertive Language, Emotional Cues
Module 2: Customer Satisfaction Optimisation
Outcomes
• Identify satisfaction drivers to optimise strategy at each stage of the customer journey • Apply feedback insights to enhance service quality and improve team performance • Align delivery with expectations to build consistency, trust, and emotional engagement
Syllabus
Expectation Gap, Perceived Fairness, Disconfirmation Measurement, Customer Effort, Service Quality Gap, Satisfaction Indicators, Feedback Methods, Customer Insight, Benchmarking, VoC Tools, Satisfaction Mapping, Performance Dashboard, Response Time
Module 3: Customer Loyalty Development
Outcomes
• Build rapport and deliver memorable experiences to deepen emotional connection • Strengthen loyalty through consistent, reliable service and long-term customer trust • Recognise and reward loyal customer behaviour to sustain ongoing relationships
Syllabus
Relationship Continuity, Brand Attachment, Behaviour Analysis, Lifetime Value, Trust Formation, Retention Triggers, Loyalty Tiers, Habit Reinforcement, Purchase Tracking, Reward Redemption, Loyalty Segmentation, Advocacy Behaviour, Post-Purchase Analysis
Module 4: Multichannel Customer Experience
Outcomes
• Deliver a seamless customer experience across digital platforms with consistency and quality • Engage customers through live chat, email, and social media to increase responsiveness • Align AI-powered service with human empathy to personalise the online experience
Syllabus
Channel Mapping, Touchpoint Integration, Omnichannel Alignment, Digital Literacy, Service Consistency, Chatbot Scripting, AI–Human Handover, Customer Journey, Cross-Device Behaviour, Real-Time Response, Interface Usability, Message Tailoring, Platform Behaviour
Customer Service Training Delivery
Open Scheduled Course
Develop Your Skills
Enjoy powerful and cost-effective learning and development from the comfort of your home or office. Benefit from our practical and relevant training content while interacting with our master trainer and like-minded delegates from other industries.
- Leaders and Managers
- 1 Day
- Virtual Classroom
1-2-1 Tailored Course
Master Your Skills
Solve your workplace problems in private and in confidence. Receive undivided personal attention and explore modules tailored to your needs. Schedule the training to suit your pace and calendar, then watch your knowledge and skills go through the roof.
- Management Level Tailored
- 1 Day • 2 Half Days • 4 Quarter Days
- Classroom • Virtual Classroom
In-House Tailored Course
Develop Your Team
Engage in team building and develop unity through shared goals that align your team’s thinking and behaviour. We facilitate your team discussions and tailor our modules, timings, and delivery style to your organisational vision, mission, and culture.
- Management Level Tailored
- 1 Day • 2 Half Days • 4 Quarter Days
- Classroom • Virtual Classroom
Customer Service Open Courses
Included Materials
- Certificate of Achievement
- Digital Interactive Workbooks
- Professional Leader Subscription
- Pre-Course Diagnostic Consultation
- Post-Course Results Consultation
- Post-Course Email Mentoring
Optional Materials
- ILM-Recognised Certificate
- Hard Copy Workbooks
- Hard Copy Leadership Journal
- Leadership Principles Merchandise
- Leadership Style Mapping
- Post-Course Leadership Coaching
Course Features
- Master Trainer
- 1 Day Training
- 09:00 - 17:00 GMT/BST
- Leaders and Managers
- 5 Delegates Capacity
- Virtual Classroom
Time Remaining
- 00Days
- 00Hrs
- 00Mins
- 00Secs
On
15 May, 2025
- Building Unshakable Customer Loyalty
- 04 Places Remaining
£495
+VAT PER DELEGATE
Customer Service Course Reviews
"Nicholas Hill is a very knowledgeable and passionate coach and trainer!"
M. Sunderland Operations Directo Office of the Immigration Services Commissioner
"This course was too advanced for me, but it helped me to manage my time."
N. Brydon, Food and Beverage Manager The Elvetham Hotel Ltd
"Following your training, we are now turning around our business performance."
A. Panatti Sales Director Finish Creative Ltd
"The results achieved in this training are above and beyond what I was expecting."
S. Baker Managing Director Merritt & Baker Consultancy Ltd
"You positively changed my attitude toward leadership and management."
J. Mears General Manager Integrated Pathology Partnerships Ltd
"Outstanding and excellent feedback from our 42 delegates over four years."
O. Klochkova Chief Operations Officer Playson Ltd