Customer Service Mastery™
Customer Service Course Features
SUBJECT
Customer Service
DURATION
2 Days
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
Module 5
Customer Complaint Management
Module 6
Customer Complaint Resolution
Module 7
Complaint Complaint Escalation
Module 8
Customer Service Recovery
Participant Challenges
You frequently face frustrated customers and struggle to ease tensions or solve problems. Conversations quickly deteriorate when expectations are misaligned, and emotional signals go unnoticed. Complaints resurface because, while feedback is collected, it is seldom acted upon. Escalations happen inconsistently, causing confusion during transitions. Teams work in silos, forcing you to react without support. Rather than resolving issues, you sidestep them. You adhere to procedures instead of building personal connections. You prioritise organisational safeguarding over relationship management. Without prompt changes, this strategy undermines your credibility, heightens customer attrition, and damages your brand’s reputation.
Course Objectives
Designed and delivered by Nicholas Hill Academy Ltd, this course transforms how you manage customer interactions by building your confidence, clarity, and emotional control. You develop communication skills to connect with customers and respond with greater empathy under pressure. You learn to utilise feedback, turning complaints into improvements, and prevent escalation early. Your ability to resolve issues fairly and quickly boosts your credibility and reduces repeat problems. You build customer trust and rapport through applied techniques. Your organisation benefits from customer retention and sustained reputation. Long-term, you create lasting loyalty and confidently lead every customer interaction.
Day One
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
Day Two
Managing and Resolving Customer Complaints™
Module 5: Customer Complaint Management
Outcomes
• Maintain your composure under pressure to present your organisation professionally • Employ emotional management to address core customer frustrations and defuse tension • Utilise customer complaints as opportunities to improve future service delivery
Syllabus
Complaint Typology, Frustration Signals, Conflict Style, Stress Reaction, Attribution Bias, Emotional Containment, Frontline Pressure, Cognitive Overload, Fairness Perception, Negative Affect, Situational Awareness, Complaint Pathway, Accountability, De-Escalation
Module 6: Customer Complaint Resolution
Outcomes
• Resolve your customers’ issues methodically to achieve timely and fair resolutions • Address recurring service issues at their source to improve long-term customer satisfaction • Use negotiation techniques to reach practical solutions that satisfy both parties
Syllabus
Root Cause Isolation, Win–Win Negotiation, Procedural Justice, Resolution Acceptance, Problem-Solution Matrix, Apology Structure, Outcome Agreement, Barrier Identification, Resolution Time, Expectation Repair, Service Remediation, Escalation Cut-Off
Module 7: Customer Complaint Escalation
Outcomes
• Escalate qualifying issues appropriately while retaining ownership and customer confidence • Communicate clearly during handovers to reduce customer stress and reinforce trust • Collaborate across teams to deliver fast, seamless resolutions to complex problems
Syllabus
Escalation Pathway, Internal Handover, Cross-Department Coordination, Crisis Messaging, Responsibility Transfer, Role Boundary, Follow-Up Tracking, Team Authority, Hierarchy Navigation, Issue Prioritisation, Service Continuity, Customer Reassurance, Command Hierarchy
Module 8: Customer Service Recovery
Outcomes
• Acknowledge internal failures quickly and use apology techniques to restore customer trust • Turn negative moments into loyalty-building opportunities through timely, proactive follow-up • Reassure customers with investigations and solutions to rebuild confidence after failure
Syllabus
Error Recognition, Trust Repair, Post-Failure Contact, Emotional Compensation, Reassurance Scripts, Apology Frameworks, Recovery Timeline, Brand Reputation, Customer Retention, Psychological Contract, Confidence Restoration, Re-Engagement, Transparency Phrasing
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
- 2 Days
- 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
- 2 Days • 4 Half Days • 8 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
- 2 Days • 4 Half Days • 8 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
- 2 Days Training
- 09:00 - 17:00 GMT/BST
- Leaders and Managers
- 5 Delegates Capacity
- Virtual Classroom
Time Remaining
- 00Days
- 00Hrs
- 00Mins
- 00Secs
Start
15 May, 2025
End
22 Sep, 2025
- Customer Service Mastery
- 04 Places Remaining
£895
+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