Touchstone Sales Academy

Customer Service

Helping you deliver results

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Your customers are the lifeblood of your business. Having the reputation for delivering service excellence is the key differentiator when it comes to winning and retaining customers to boost your profits.
The course will give you the skills to develop customer loyalty and will teach you how to take care of yourself and feel confident in any customer situation.


Key Outcomes

By the end of this training course, your delegates will have:

  • Adopted a consistent, professional style when speaking with customers
  • Developed skills in engaging with customers and handling their enquiries effectively
  • Listened effectively, asked questions and summarised to respond fully to a customer request
  • Identified ways they can add value to customer relationships and exceed expectations
  • Practised how to turn customer service disappointment into a positive experience


Modules Covered In The Course

  • What excellent customer service looks like
  • How to create a memorable experience
  • Managing customers’ expectations and showing genuine empathy
  • Following-up effectively and showing the customer you care
  • How to deal with difficult customers
  • How to deliver bad news
  • Maintaining the respect and co-operation of customers when delivering bad news
  • The attitude when delivering exceptional customer service
  • How to make a great first impression
  • Voice inflection to show enthusiasm towards helping customers
  • Active listening skills



This training is delivered over 2 days, on your site, in your premises. This course includes live calls and 1:1 coaching on the call.

"I’ve been on a number of sales courses/workshops, but Kevin’s was by far the best & produced results across the team immediately. Engaging, Inspiring, and Personable best describe our time with him. He is able to engage with people, break down a number of common barriers to successful prospecting, and simplify the process hugely. He was also able to work with us to help improve our follow-up & conversion rate. He’s a very likeable guy, experienced, and has really helped accelerate our team."

Jacob Wardrop - 28Hands

"Not at all what I expected. It was moti­vat­ing, infor­ma­tive and it refreshed what I knew. I came out with a more pos­i­tive atti­tude and more cus­tomer aware­ness. A good bal­ance of the­ory with inter­ac­tive par­tic­i­pa­tion, a very good train­ing experience."

Avril McKenna - Thorn Lighting

"Hav­ing attended many courses pre­vi­ously, I was sur­prised at how much new infor­ma­tion and how many new tech­niques were presented. I have stated implementing the system straight away and already I am seeing some excellent results!"

Michelle Smith – Keytech

"Before your training I was struggling to find new leads, I had no motivation and I had exhausted all my data. The biggest com­pli­ment I can give you is to tell you that fol­low­ing my atten­dance on the course, I have secured meet­ings with ten prospec­tive new clients! So thank you very much"

Lydia Owen – OSP Heathcare

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