Customer Service Excellence: Own the Moment
Included with TrainMeUK — no separate course purchase required.
Listen, own the problem, offer what you can deliver and follow through, so a bad moment becomes a reason to come back.
- Assign to
- All customer-facing staff
- Duration
- 25 minutes
- Evidence
- 12-question quiz
- Your version
- Editable
What they will be able to do
- Hear the real problem behind a frustrated customer’s words.
- Take responsibility for solving it, even when it isn’t your fault.
- Give honest options you can actually deliver.
- Keep your promise and close the loop.
The course
- 01What good service is
- 02The moment it goes wrong
- 03Following through
The decision they practise
In “Mr Okafor and the missing booking”, a face-to-face conversation, learners practise what to say and do when the other person pushes back. The wrong options are things a well-meaning person might genuinely say, and the feedback explains why each one is tempting. Short animations show “One moment, many people”; and “Words that help”.
How you know they finished
The 12-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Roll it out with
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- Consumer Rights Act 2015
- Equality Act 2010
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 12-question quiz closes the course, so you can show who completed it.
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