Customer Service

When every interaction becomes a seamless impression of professionalism and warmth, the lasting impression will resonate long after the conversation ends. That's the power of our training.

From mastering the art of creating positive first impressions to navigating even the most challenging people and situations with intelligence, our programs covers it all. For your team, it means unlocking their full potential and empowering them to handle any scenario. For your customers, it means experiencing service that goes above and beyond, leaving them feeling valued and appreciated.

Join us on this journey, and let's make life easier - for your team, for your customers and for your business.

Tools to help your team perform

When you team have the right tools it is reasonable to expect them to perform.

For example:

The core of customer service excellence is about 3 principles:

  1. Understanding customer needs?
  2. Taking ownership?
  3. Using problem solving tactics?

When customers see and feel these, it creates a level of certainty for them, that also reduces stress and builds trust.

Empowered and Engaged Employees:

Engaged and empowered employees are critical drivers of customer service excellence. PSL training and tools equip employees with the skills, knowledge and approaches needed to deliver exceptional service experiences.

Communication is very powerful:

Because content (words), tone and body language drive communication, when employees really understand this, it creates clarity. For most people this is highly motivational and we have seen the most resistant trainees suddenly change their perspective as a consequence.

Most people who receive our training tend to say - that course was really useful, I can use these tools in my personal life as well.

The power of rules:

We all do when they help us. The reality is that we all have conscious and unconscious rules that guide our decisions and reactions.

Having some rules with a plan for handling challenging situations and customers will make your employees and customers lives easier.

PSL trained employees will provide better customer service.

About Our Customer Service Training Programs
  1. On-site face-to-face or virtual using teams.
  2. Training that fits your objectives, your people and organisation or business.
  3. Make the training completely relevant.
  4. Make your employees feel invested in with training that they can use to improve their work and lives.
  5. Communication skills, people skills, problem solving, making customers feel valued and value for money.
  6. Building the value of your brand and competitive advantage in your market.
  7. Multiple returns on investment for you and your people.
PSL courses incorporate practical exercises, case studies, and real-world applications to make the training beneficial and measurable.

Making customer service training real

  1. Define best practice:
Agree with the team the goals to be achieved and why they matter.
  2. Discuss:
Involve the delegates because discussion creates buy-in.
  3. Develop:
Enable learning observations through light bulb moments.
  4. Do:
Practice with new skills, team tasks and exercises.
  5. Deploy:
When the learning really happens. Enable the transfer to the work place, by providing the tools that make this happen.
PSL checklists improve performance. They will help your people to program their long term memory, they will help your people when they find themselves in challenging, stressful situations. We can also customise these to fit your objectives.

Build a flywheel for customer delight

We provide entry level, intermediate and advanced skills training.

Essential Customer Service Skills:

  • Learn about communication.
  • Use empathy and rapport build trust.
  • Provide effective communication on-line, face to face, written and non-verbal (7% words, 38% tone, 55% body language).
  • Ask the right questions.
  • Show customers you are listening and that you value them.
  • UTU Understand customer needs 2. Take ownership and 3. Use problem solving tactics .
  • Prevent conflict situations escalating.
  • COAST - Concentrate on your task. Observe what is happening. Anticipate what could go wrong. Space (stop) take a moment to check. Time, what needs to happen by when.

Better Strategies For:

  • Handling challenging situations, resolving conflicts, and turning around customer frustrations and disappointments.
  • Driving growth through service teams with the skills to identify and develop customer needs into sales opportunities.
  • Maintaining long term customer loyalty.

Customer Relationship Skills:

  • Relationships are what build companies.
  • Influence comes from being able to be influenced.
  • Respect is a basic human need.
  • Caring is one of the most powerful things you can do for others
  • Decision making is not always easy and we need help
  • Problem solving is part of what makes life rewarding
Help your teams to work better together to build more trust and respect internally so that you can work as one team to better serve your external customers.

Manage Change and Build Resilience:

Make your teams better prepared to overcome the challenges that are ahead for them, to become more adaptable, flexible and competent.

Leaders in Customer Excellence:

  • Equip your employees and team leaders with the soft skills to build a customer-centric culture.
  • Learn how to inspire and guide your team to consistently deliver exceptional service.

Invest in Your Team’s Success

PSL will  training will build your team and the value of your brand.
Key information about our training

Training details

“PSL definitely benefits our business. They go the extra mile to understand our different businesses and to deliver training that has helped us to invest strategically in our people and grow our business.”

Richard Webb

Director of Field Services, Honeywell

What makes us different?

More about PSL

Proven Track Record

With a track record of success, PSL has empowered thousands of employees to become customer service masters. Our programs are designed to deliver tangible results and enhance customer satisfaction.

Achieving Your Objectives

Some use training as a defensive way to protect their brand, some use it to drive growth and some to support and motivate their employees. What is that you want to achieve? We can help you.

Tailored Solutions

Our training programs are meticulously tailored to meet the unique needs and challenges of your team, your industry, business or organisation.

Expert Trainers

Boredom is the enemy of learning. Our courses are interactive, and memorable. Expect dynamic workshops, group activities, and real-life simulations that make learning enjoyable.


We operate in all time zones. Our experience also means we can make training relevant for your culture and local requirements.

Flexible Training Formats

We understand the importance of flexibility. Choose from in-person workshops, virtual training sessions, or a blend of both to accommodate your team’s schedules.

Customisable Modules

Our modular training approach allows you to customise programs based on your specific goals.

Continuous Improvement

The business landscape is ever-evolving, and so is customer service. Our commitment to continuous improvement means that our training content is regularly updated to provide best practices that are needed today.

Take the next step

Let’s take your team to the next level


Some of the questions we receive.

How much does it cost?

PSL training courses start from £3750 for a team.

Do you run open public courses?

We do not run public courses. Everything we do is designed to fit your objectives.

What is your minimum and maximum number of delegates?

Typically this would be 4 or more and there is no maximum. Having said this maximum numbers of delegates is influenced by what you want to achieve.

How do you charge?

We provide a fixed fee. The only factors that may change are accommodation and travel.

Why should we buy from PSL?

You should not buy from PSL. This is because we will not be selling to you. We will be working for you.

Still have questions?

Reach out to us we are here to help.