Customer Excellence for Frontline Staff

£30.00 + VAT

Bulk Discounts

Quantity Discount
10 - 19 10.00%
20+ 20.00%
customer excellence for frontline staff.jpg

Course Overview

This course has been produced in partnership with Liquid Voice and is designed for those involved in improving customer service and implementing best practice across the business. The course will guide you through the various skills and techniques required to open a call professionally, manage the effective communication of a call and how to successfully handle objective callers. To assist with your learning there will be scenario based question and answer sessions, designed to put the knowledge gained into practice. 


On completion of this course, you will have an understanding of the following topics in the context of the principles of customer excellence:

  •       The skills and techniques required to open a call
  •        The right way to record and respond to customer enquires
  •        Difficult situations and how to handle customer objections

Course Details

Lesson Plan

Areas covered include:

  • Opening a call
  • First impressions
  • Rapport building
  • Instilling confidence
  • Record and respond
    • Identifying needs
    • Internal communication
    • Taking appropriate action
    • Objection handling
      • Maintaining composure
      • Getting the facts
      • Turning a negative into a positive


Target Audience

This module is targeted primarily at individuals working within the Social Housing sector.


With approximately 43 interactive screens, it is estimated that this module will take approximately 1 hour to complete (depending on learning speed). As an e-learning module you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.


On completion of this course you will be able to print a Virtual College certificate.

Entry Requirements

There are no specific entry requirements.