Overview
Exceptional customer service goes beyond addressing needs—it’s about creating memorable experiences that inspire trust and loyalty. Customers First is a one-day, immersive workshop designed to help participants build a customer-first approach by combining empathy, active listening, and proactive problem-solving. This course equips learners with practical tools to handle challenging interactions, elevate customer experiences, and develop a personalised service framework aligned with their organisation’s goals.
Prerequisites
Participants should have:
- No formal prerequisites for this course.
- However, participants are encouraged to bring their organisation’s customer service policy, principles, or framework (if applicable).
Target Audience
This course is designed for:
- Individuals working in customer-facing roles.
- Professionals transitioning into customer service or relationship management positions.
- Anyone seeking to enhance their ability to deliver exceptional, customer-focused service.
Learning outcomes
By the end of this course, learners will be able to:
- Adopt a customer-first mindset to deliver proactive, solution-focused service.
- Build trust and create seamless experiences across the customer journey.
- Apply empathy and active listening to enhance communication and resolve issues effectively.
- Manage challenging customer interactions with professionalism and self-regulation.
- Design a personalised service framework to exceed expectations and drive customer loyalty.
What will the course cover?
Module 1: A mindset for great service
- Exploring mindset shifts needed to prioritise customer satisfaction and build trust.
- The role of personal accountability in delivering excellent service.
Module 2: Owning the customer journey
- How to anticipate customer needs and create seamless experiences.
- Taking ownership and problem-solving in real-time service interactions.
Module 3: Empathy-driven communication
- Developing active listening skills.
- Using empathy to create meaningful customer interactions.
Module 4: Resolving challenging interactions
- Strategies to manage difficult conversations with professionalism.
- Techniques for maintaining self-regulation under pressure.
Module 5: Your customers first framework
- Creating a personalised service framework that aligns with organisational values.
- Ensuring consistent, proactive service delivery.
Exams and Assessments
There are no formal exams included in this course. Participants will complete interactive exercises, case studies, and knowledge checks to reinforce learning outcomes.
Hands-On Learning
- Interactive role-playing exercises to build confidence in customer interactions.
- Case studies to analyse real-world customer interactions.
- Instructor-led expertise to provide deeper insights and real-time feedback.
- Guided discussions and peer learning to exchange experiences and strategies.
- Group coaching to personalise learning and address specific challenges.
- Practical service framework development to align learning with organisational goals.
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.