Customer Service Essentials Training Course

1/2 – 1 Day
Certification Given

Practical customer service training for frontline teams in Ireland. This course distils years of experience into a focused workshop that equips staff to deliver consistently excellent service with real confidence, not just scripts.

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In a Nutshell

A practical one-day workshop for frontline staff in Ireland, delivered by Maureen Sullivan. This course equips customer service teams with the essential skills to deliver consistently excellent service, boosting confidence, improving communication, and building long-term customer loyalty. Suitable for new employees and experienced staff looking to sharpen their customer care skills.

Key Topics & Modules

The principles of excellent customer service
Communication skills and active listening
Handling complaints and difficult situations
Creating memorable customer experiences
Service recovery techniques

Learning Outcomes

Understand the key behaviours that create a great customer experience
Gain practical customer care skills to apply immediately
Improve communication, listening and problem-solving
Handle complaints and difficult moments with confidence
Learn service recovery techniques that rebuild trust

Understanding your team

Every team has its own dynamics and challenges. We take the time to get to understand yours. So that our workshops are tailored to address your real issues.

We have been in your shoes

We are a team of industry experts.
We have been there and faced similar challenges to yours. When you meet us, you’ll know!

Support That Sticks

One training workshop is unlikely to solve all your problems. That’s why our commitment goes on after the workshop. We stay with you and offer you a full solution.

FAQs About Customer Service Training

This course covers the core principles of excellent customer service, communication and active listening skills, handling complaints and difficult situations, creating memorable customer experiences, and service recovery techniques. It’s a practical, hands-on workshop focused on skills your team can apply immediately.

This course is designed for frontline staff in any customer-facing role: receptionists, retail teams, call centre staff, hospitality workers, and anyone who interacts directly with customers. It’s suitable for both new employees and experienced staff looking to refresh their skills.

Yes. The course builds a strong foundation in customer service essentials, making it ideal for onboarding new team members. It’s also valuable for experienced staff who want to sharpen their skills or reset habits.

The course runs for a half-day or full day depending on your needs. All participants receive a certificate of completion.

Yes. Before every workshop, we take time to understand your team, your customers, and the specific challenges you face. The content and examples are then tailored to your context, whether you’re in healthcare, financial services, retail, hospitality, or another sector.

Yes. We can deliver this as a half-day session focused on the essentials, or a full day with more time for practice and discussion. We’ll recommend the best format based on your goals.

Yes. This course pairs well with our Complaint Handling, Communication Skills, or Inclusive Service workshops. We can design a programme that combines modules to suit your team’s development needs.

Testimonials

See what others have to say

“Maureen’s training programmes really stand out from the rest. We have worked with Maureen over a number of years and always find her professional, very tuned in and committed to getting our learning outcomes just right.”

Fiona Bruce

Head Customer Experience Executive
Dublin Bus

“Maureen delivers training for our managers and the results continue to exceed our expectations. There is a strong focus on the power of good communications. Maureen is a skilled facilitator who l would strongly recommend any programme.”

Jean Marten

Applegreen

“Engaged Maureen to work with our teams in all our clinics as part of our cultural transformation. Since working together, there has been a noticeable improvement on patient service and a “buy in” across all departments. Highly Recommend!”

Jennifer Gregg

VHI Swift Care Clinics

“As a new manager, I gained a huge amount from the course, the group and Maureen’s in-depth expertise. It was extremely valuable to have a person-centred trainer with such a hands-on approach.”

Eamonn O’Neill

Data Science Manager, Zazzle

“This is the best course I have attended during my professional career, I would definitely recommend Maureen and this course.”

Brendan Mundy

Area Manager, SFPA

“I was looking for a course that would give me the skills to deliver training with confidence & got a lot more! Maureen was the living role model of how a good trainer can connect and make learning easy”

Kevin O’Sullivan

Accountant, Munster Joinery Group

“I just wish I had the chance to do this course years ago when I started managing a team. I am recommending that all our management team do this course”

Cathal Stone

New Product Development Manager, Staunton Foods

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Customer Service Essentials Training Course