Customer Excellence for Frontline Staff Course

       Fee £45              CLICK to Register and start any time


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 

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 


The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.


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


Approximately 1 hour. The length of time taken depends entirely on how quickly you can study and absorb the material. You can proceed as quickly or slowly as you like.

Target Audience

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

Entry Requirements


There are no specific entry requirements.

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