This foundation 5 days programme provides professionals with a rigorous, practice-oriented grounding in Achieving Excellence in Customer Service. Designed for those working across the Sales & Customer Service sector, the course combines established theoretical frameworks with current industry practice through expert-led instruction, structured case studies, and hands-on workshops.
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About this programme
This foundation 5 days programme provides professionals with a rigorous, practice-oriented grounding in Achieving Excellence in Customer Service. Designed for those working across the Sales & Customer Service sector, the course combines established theoretical frameworks with current industry practice through expert-led instruction, structured case studies, and hands-on workshops.
Participants will engage with the most relevant tools, standards, and methodologies used in Customer Service today. By the final day, delegates will leave with a clear personal action plan and the confidence to apply their learning immediately, contributing to improved performance, compliance, and competitive advantage within their organisations.
Equip professionals with the knowledge, skills, and frameworks required to excel in Achieving Excellence in Customer Service, driving measurable improvement in Sales & Customer Service performance and delivering tangible value to their organisations.
10 key learning outcomes
Apply consultative and value-based selling techniques to complex B2B sales environments
Build and manage a structured sales pipeline from lead generation to contract close
Develop and communicate compelling value propositions tailored to specific customer needs
Apply customer experience management principles to design and deliver exceptional service
Use CRM systems and sales analytics to improve forecasting, pipeline management, and customer retention
Handle objections, conduct negotiations, and close deals with confidence and professionalism
Build and develop high-performing sales teams through coaching, target setting, and performance management
Apply customer segmentation and account management strategies to grow key accounts
Develop marketing-aligned sales strategies and demand generation programmes
Measure and improve customer satisfaction using NPS, CSAT, and customer effort score (CES)
5 training days · 15 modules · hands-on workshops
Establish the strategic foundation for consultative selling and customer-centric commercial success.
Customer needs analysis exercise: teams role-play a B2B sales discovery call, applying SPIN questions to uncover the customer's situation, problems, and value drivers.
Apply a structured sales process and negotiation techniques to convert opportunities to revenue.
Sales pitch and negotiation simulation: teams prepare and deliver a 10-minute pitch for a provided product, handle objections, and negotiate final commercial terms with a simulated customer.
Develop strategic account relationships and design outstanding customer experience.
Account plan development: teams develop a strategic account plan for a provided key customer, identifying growth opportunities, stakeholder map, and a 12-month relationship development plan.
Apply customer service best practices to create exceptional service experiences at every touchpoint.
Customer complaint handling simulation: teams role-play a series of escalating customer service scenarios — standard complaint, angry customer, and social media crisis — applying de-escalation and resolution techniques.
Apply sales analytics and coaching to build a high-performing, data-driven sales organisation.
Capstone sales strategy: teams present a commercial strategy for a provided product or service, covering target market, value proposition, sales process, KAM approach, and a 90-day pipeline development plan.
This programme is designed for professionals across these roles
Sales teams responsible for prospecting, pitching, negotiating, and closing commercial deals
Customer-facing professionals delivering service excellence and handling customer inquiries and complaints
Professionals responsible for growing and retaining strategic client relationships
Leaders setting sales strategy, managing teams, and driving revenue growth across the business
Marketing teams working in alignment with sales to generate demand and support conversion
Graduates and junior commercial staff building foundational sales and customer management skills
Upcoming public dates — enrol anytime
This course carries internationally recognised professional credits
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Speak with our training advisors to confirm availability, group rates, and customised in-house options.