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An Introduction to Customer Service

East Sussex Training & Development Centre (St Mary's House), St Mary's House, St Leonard's Road
Admin Contact
Corporate Training Mail Box (
Target Audience
ESCC staff
target audience
Course Types
Course categories
Course description

To ensure that staff understand and apply at all times the fundamentals of customer-service excellence. The focus being on the maintaining of high quality customer service despite the changing climate.

To ensure that ESCC staff maintain and enhance the reputation of the Council by highlighting why good customer service is vital to the on going success of ESCC. To be achieved by fulfilling all obligations within the Customer Promise and the Customer Values.


It is essential that you complete Our Customer Promise e-learning module prior to attending this workshop.

Training objectives

As you will have experienced Our Customer Promise e-learning, the workshop will provide clear guidelines on the practical application of the Customer Service principles and highlight relevance to their role within ESCC.


Learning outcomes

this half day workshop will cover:

  • review and reminder of the Customer Promise, Customer Values and Customer
    Service Standards

  • customer care and customer service – the difference

  • the five fundamentals of great customer service – The ‘Make-its’.

  • how to deliver the 'Make-its.'

  • dealing with angry and frustrated customers

  • practical sessions


Additional Information

Please note:

Parking around St. Mary's House is scarce due to limited parking.

Corporate Training offer a selection of teas/coffees, hot chocolate and biscuits.

If you are in Adult Social Care and require funding for this course please contact

Start Date
Monday 27 January 2020
End Date
Monday 27 January 2020
Closing Date
Sunday 26 January 2020
09:30 - 12:30
Maximum Places
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Number of Sessions