# Event Details - **Event Name**: GREAT Customer Service (24 June 2026) - **Event Start and End Date**: Wed, 24 Jun, 2026 at 09:30 am – Wed, 24 Jun, 2026 at 04:30 pm - **Event Description**: Delivering GREAT customer experiences isn’t just about meeting expectations—it’s about exceeding them.About this EventOur Customer Service Training Programme, GREAT Customer Service, equips your team with the skills, confidence, and mindset to turn every interaction into a lasting impression.It’s easy to lose the emotionally connected experience that customers crave in today’s digital world. In fact, studies show that 70% of customers spend twice as much with organisations they feel emotionally connected to — a connection we neglect at our peril.That’s why the GREAT Customer Service Training Programme (delivered in-person or virtually) begins right there: with the human connection. It provides a clear structure for conversations that inspire loyalty, build trust, and leave customers feeling genuinely valued.Agenda(09:30 – 16:30)1. Welcome to GREAT customer serviceWhat will you learn? Session overview and introductionActivity: GREAT Customer Service in 20 secondsWhy you should stop trying to delight your customers?Making it easy for your customersWhat's your experience of easy service?2. G is for GREETBuilding an emotional connection and projecting warmthThe formula for trust (warmth + competence = trust)How to inspire trust:Validate the customer's feelings'Smile from the inside'Inspire confidenceActivity: greet with warmthActivity: video clip-based discussionBREAK3. R is for Recognise needsRecognising what your customer really needs from youFocus on the customer, not the 'problem'Asking curious questionsActivityTED questions (Tell-Explain-Describe) and the question funnelListening to understand and empathiseActivityThe levels of listeningActivity: recognise customer needsActivity: video clip-based discussionLUNCH4. E is for EmpathiseActivity: video clip-based discussionSeeing things through your customer's eyesTrue empathyPersonality stylesActivity: attuning to your customerActivity: video clip-based discussion5. A is for ActHow to demonstrate competence and expertise and so inspire trustThe ladder of accountabilityActivity: accountable languageActivity: being accountableActivity: video clip-based discussionBREAK6. T is for ThankEnding on a highWhy a good experience needs to be a good memory as wellHow to end on a high:Confirm what happens nextActivityThank the customer and give a personal and memorable goodbyeActivityActivity: video clip-based discussion7. GREAT ways of handling complaints and difficult situationsThe part played by emotionA complaint is a gift!Take the H.E.A.T. out of any difficult situationShow empathy and understand the customer's situationHow to say 'No' with empathy and respect8. Your action planPrioritising which actions to takeWhat specific actions will you take?By when?How will you know when you've been successful?Activity: surprise!'Pre-work'Complete a short personality styles questionnaire.Expert trainerThis workshop is delivered by .A popular and enthusiastic trainer, facilitator and coach, Scott revels in the opportunity to help people learn and flourish. He shows great empathy for his participants and creates a positive learning environment.Scott works with people managers and team members facilitating interactive and engaging programmes.The following titles are in regular demand:Honest / crucial conversationsManagement / Leadership skillsInfluencing and persuading/negotiatingGiving and receiving feedbackEmotional intelligenceAssertivenessChange managementDealing with changeStress and resiliencePerformance managementCreativity and innovationPresentation skillsCoaching skillsTime & priority managementBehavioural & communication stylesCommunication stylesDISC or Facet5 profiles and feedbackPresentation skillsFrom team member to team leaderManaging across generationsTeam developmentCross cultural competenceData brillianceCompelling business caseIn recent years, some of the most enjoyable and valuable programmes have involved the use of actors, particularly in having more difficult conversations. This often involves actors providing extremely realistic responses in such situations for participants to test their skills. Alternatively, participants can observe a scenario, before ‘directing’ the actors to make improvements.Virtual learning has naturally become more popular since the pandemic. Scott now delivers workshops ranging from 45-minute short, focused sessions to full and half-day online workshops bringing together colleagues from different locations around the country and internationally.Despite this trend, Scott has also seen a return to in-person learning, where colleagues can spend time away from their day job to collaborate and learn together in the same space. Often facilitating creative ideas, participants have enjoyed working face-to-face again whilst sharing and learning from each other’s experiences.Scott works extensively across the full range of sectors, including pharmaceutical, insurance, education, manufacturing, entertainment, local authority, not-for-profit and hospitality.Cost£249 + VAT = £298.80BOOK NOW!All our events are very popular and places on this course are limited to 12.Please book (and pay) online using Eventbrite by clicking the 'Tickets' button at the top of this page.Please read ‘the small print’: We reserve the right to refuse admission if payment has not been received. A full refund will be made for cancellations received in writing at least 20 working days prior to the event date; there is no refund for cancellations made within 20 working days of the start of the event. We reserve the right to change the programme, the dates, the trainer or the venue: participants will be notified as soon as practicable in such circumstances. In the event that the event is cancelled, a full refund will be given. We disclaim any further liability.If you have a promotional code, please click on ‘Enter Promotional Code’ after clicking on 'Tickets'. (We regret that we cannot give discounts retrospectively). - **Event URL**: https://allevents.in/london/great-customer-service-24-june-2026/100001982671062520 - **Event Categories**: workshops, art, theatre, meetups, virtual - **Interested Audience**: - total_interested_count: 0 - **Event Highlights**: - Duration: 7 hours - Location: King's Cross - Languages: English ## Ticket Details - **Ticket Price Range**: min: 298.8, max: 298.8, currency: GBP ## Event venue details - **city**: London - **state**: EN - **country**: United Kingdom - **location**: King's Cross - **lat**: 51.53068649999999 - **long**: -0.1233551 - **full address**: King's Cross, Euston Road, London, United Kingdom ## Event gallery - **Alt text**: GREAT Customer Service (24 June 2026) - **Image URL**: https://cdn-az.allevents.in/events8/banners/ff394ae604073e85ef2aea9e1d378bd05f61e3a2eb51b109eebce588ffe2e84b-rimg-w1200-h659-dccd1618-gmir.jpg?v=1771117599 ## FAQs - **Q**: When and where is GREAT Customer Service (24 June 2026) being held? - **A:** GREAT Customer Service (24 June 2026) takes place on Wed, 24 Jun, 2026 at 09:30 am to Wed, 24 Jun, 2026 at 04:30 pm at King's Cross, Euston Road, London, United Kingdom. - **Q**: Who is organizing GREAT Customer Service (24 June 2026)? - **A:** GREAT Customer Service (24 June 2026) is organized by The In-House Customer Service Training Company. - **Q**: Who is this event for? Is it right for me? - **A:** GREAT Customer Service (24 June 2026) is ideal for curious learners, students, and skill-builders looking to gain hands-on knowledge and practical expertise in a focused, interactive setting. Whether you're a first-time attendee or a longtime enthusiast in London, this event is thoughtfully curated to deliver a standout experience worth every moment. 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