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Giving good customer service isn’t enough these days. People expect – and deserve – excellent 5* service. If they don’t get it, they may go elsewhere – and generate negative publicity for your organisation.

This interactive, practical and engaging course is designed to help participants meet and exceed the expectations of their customers. Built around a practical workshop format, it will equip front-line service employees with the skills to delight customers through each interaction they have – by telephone, email or face-to-face.

Using the full range of learning interventions, from facilitated discussion to pairs/small group work – and lots of relevant demonstrations/role-plays/real-plays – the workshop enables participants to use valuable techniques for providing excellent customer service, handling difficult dissatisfied customers effectively and, where appropriate, identifying upsell opportunities along the way.

Learning outcomes

By the end of this session, participants will:

  • Appreciate the impact great service has on the business and recognise the contribution they are making
  • Learn how to greet a customer effectively, connect with them and create a positive impression
  • Recognise the importance of taking ownership for the customer’s experience
  • Have acquired techniques for dealing with different customer behaviours – including dissatisfied customers
  • Know how to end a customer interaction in a way that leaves the customer feeling they are in safe hands

Please note that these outcomes are a guide only and the precise outcomes will vary with the delivery method and duration of the session.

5* customer service

5* Customer Service

is available as

Tailoring our design for you

This outline provides a great flavour of the skills and knowledge your people will benefit from by attending any Speak First training or coaching on this topic – whether standard, tailored or bespoke.

Here’s how Speak First can make the training even more relevant for you and your people:

Tailored Design

Tailored design develops existing content and enhances it with relevant case studies, role-plays and more to make the learning even more effective for your people

Bespoke Design

Working in partnership with you, we develop bespoke solutions that incorporate this, and other topics, to create custom solutions for your organisation’s specific needs

Sample Participant Journey

The learning solutions featured on our website can all stand on their own as high-quality and high-impact learning interventions for your team – however, they are at their best when delivered as part of a wider learning programme, helping you achieve your strategic imperatives and your people benefit from much deeper and expansive learning journeys. We work with you as consultants, collaborators and design partners to establish learning outcomes and create the perfect programme - below is an example of what your people’s learning journey might look like.


Overall scope of programme agreed with client
Virtual/face-to-face training session(s)
In-between work: on-the-job assignments
Virtual/face-to-face training session(s)
Facilitated learning group sessions (group coaching)
Virtual/face-to-face training session(s)
Programme closing session – a celebration of success
Continuous learning support, virtual or face-to-face

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