Customer service

Enhance your customer experience.


The course will demonstrate the link between customer satisfaction, customer loyalty and achieving organisational goals. Red Rock International is well known for innovative experiential training which reinforces classroom-based learning and this course is no exception. The course is predominantly practical; participants will have the opportunity to practice customer service skills in a variety of scenarios.
Coaching and feedback will be given throughout by our experienced trainers. By “bringing the customer into the classroom” through lively and engaging exercises, the learning objectives are reinforced.

The course represents a powerful agent for organisational change in respect to world-class service provision. Our course creates a shared understanding of your organisational culture and values regarding customer service. The training will inspire your staff to transform good customer service into the provision of a world-class experience that will keep your service users coming back for more.

Learning Objectives

Following the completion of the course and assignment, the leader will be able to:

Participant Profile

Red Rock International’s customer service training course will equip your managers and team members to meet the challenges of customer-facing service delivery.

Course content

Day 1

The qualities of leadership
The leader – roles and responsibilities
Differences and similarities between leadership and management, and the need for each of them
Behavioural leadership models (situational leadership, servant oblique leader, transformational) and their significance for task performance, culture and relationships

A series of mini-activities are used to demonstrate and allow practise in applying leadership styles to different situations.

"We received a significant amount of positive feedback from the Customer Service courses, with many people saying it was the best training programme they had experienced."
Pamela Nichol-Littlejohn
Director of Business Support - SBHA

Course overview

Learning objectives

Who is it for?

Leadership development

Professional development

Key information

ILM recognised

Development programme

ILM recognised

Endorsed programme

ILM Level 3 Award

Leadership and management


2 days

Group size


Mode of learning

Face to face - highly experiential

Live online version available

Ideal for remote workers


Flexible - hotel or your premises

ILM recognises course

ILM Recognised Programme

Learners can receive an ILM certificate by attending this course. Recognised internationally for their leadership, coaching and management qualifications, ILM has reviewed and approved the content of this course. 'Endorsed' programmes include an assessed element in order to receive the certificate whereas 'development' programmes not include an assessed element.

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