Course Outline

This one-day programme is designed to advise and assist staff on the front line in providing a high standard of service in dealing with members of the public and internal clients through effective, efficient interactions. On this highly practical workshop-style course, participants will gain a range of essential skills, tips and techniques and a step-by-step guide to handling different situations.

Learning Outcomes

Customer Charter

What is Customer Service? / Moments of Truth

Effective Communications

Managing challenging customer situations

Managing Customers with mental health issues

Role Play

Course Delivery

The seminar is delivered online in a virtual classroom facilitated from our dedicated virtual classroom on Zoom. PAI will provide electronic handouts of trainer slides and supporting learning materials to all participants via email in advance of the training session.

Alternatively this seminar can be delivered inhouse – either online or in-person for your organisation. Email for further information.

Learning Methodologies

Lecture style, practical application through group discussions, case studies, template procedures and timelines.

Next Cohort of this Programme

Register your interest in the next cohort of this programme. Email

Inhouse Delivery

Alternatively this course can be delivered inhouse, for further information email

For further information on this course, email for a copy of the brochure.