Ultimate Customer Service

The Ultimate Customer Service
Training Programme

A unique on-line programme for business owners who want to turn prospects and customers into raving fans and keep them coming back for more!


Designed and delivered by First Impression Training

  • Show up and stand out like no-one else in your field
  • Deliver World Class Customer Service every time you interact with customers
  • Instantly sky rocket your customer’s experience and increase your bottom line profits


Small business owners and their staff. You may be a one-man band, or have a small team. Or you may run a
franchise or a dealership or be part of a national chain of businesses.

Sure, happy customers are nice to have – however DELIGHTED customers who are RAVING FANS with a strong
emotional connection to you and your business become BRAND LOYAL.  More importantly, they refer and recommend
you to others so that your customer base GROWS…and so does your BOTTOM LINE!

It’s for those organisations, like yours, who recognise the only way to separate yourself from your
competition is to deliver a customer experience that DIFFERENTIATES YOU from everyone else in your industry –

A multi-media learning and development programme with 1% ideas, hints and tips guaranteed to make a 100% to your customer’s experience

  • a workbook with exercises and tests, plus video and audio clips
  • 21 modules covering about (12) hours of learning
  • Exclusive access to the Members Only Facebook Group for ongoing help and support

  • Module 1 : The Success Recipe – and the Difference that makes the Difference
  • Module 2 : The Vital Ingredient – Attitude is Everything!
  • Module 3 : Developing the RA-O! Factor (Responsibility, Accountability, Ownership)
  • Module 4 : Study of Communication (Mehrabian’s Model)
  • Module 5 : Developing a Language of Influence & the PANEL Method
  • Module 6 : Giving a WIIFY (What’s In It For You)
  • Module 7 : Applying the 2nd Option Technique
  • Module 8 : Following the UPOD Rule (Under Promise / Over Deliver)
  • Module 9 : Applying the KISS Principle
  • Module 10 : Managing Difficult Conversation (1) – The Tape Technique
  • Module 11 : Managing Difficult Conversation (2) – The FPQ Technique
  • Module 12 : Managing Difficult Conversation (3) – The ABC Technique
  • Module 13 : Managing Difficult Conversation (4) – The Reframe Technique
  • Module 14 : Vocal Power – The Key Ingredients of Vocal Communication
  • Module 15 : Questioning Skills & Probing Techniques
  • Module 16 : Active Listening – The 4th Communication Skill
  • Module 17 : Rapport – The Golden Thread of Communication
  • Module 18 : Matching Back – presenting information; a plan of action; the solution
  • Module 19 : A Winning Recipe (The Corporate Welcome – a psychological perspective)
  • Module 20 : A Winning Recipe (The Corporate Goodbye – a psychological perspective)
  • Module 21 : The Written Word & The 10 Golden Rules of Netiquette
  • To give consistency across your team
  • For members of the team who need a reminder of the importance of Customer Service
  • As an integral part of your induction process


£247 + VAT per person, lifetime access.


For Your free preview

Just click on the button below, register your interest in previewing the programme and enjoy the free training session we’ve carefully selected for you to watch and evaluate.

To Purchase – Lifetime Access!

We’re so confident the content of this programme is going to make a significant difference to your customers experience that we’re going to make it available to every delegate FOR LIFE together with our 90 day money-back GUARANTEE!

Note : To Purchase – Lifetime Access for only £247 per person!

Rolling it out to bigger groups

If you like what you see but have a larger group of staff and would like a bespoke course or training programme then please contact us on 01323 765111, or email mandy@phonecoach.com

Here’s what some of our customers say

Catherine Haynes

Hi, I have just completed the The Ultimate Customer Service Training Programme and was compelled to let you know just how enjoyable it’s been.

What’s really surprising is that there’s no rocket science here – it’s full of common-sense approaches to everyday situations with consistently positive outcomes each and every time.

Really useful in my business and my customers are definitely reaping the benefits.

Mike Chance

Having gone through the UCSTP we were amazed at how our customer awareness skills have improved and how many great, practical ideas we’ve received.

Marie delivers her knowledge really clearly and we found the workbook to be an invaluable tool in helping us to relate the ideas into our daily discussions with our prospects and customers.

Super, affordable way to improve our customers experience – highly recommended!