Customer service training for your team, on-site or live online
Full day · Up to 12 staff · For reception, front-of-house and public-facing teams · Quoted for your team
Customer service training helps reception, front-of-house and patient-facing teams give people a consistently good experience: first impressions, clear communication on the phone, by email and face to face, understanding what people need, handling complaints and staying calm with difficult callers. It's a full day, on-site or live online for up to 12 staff, with examples from your setting — a dental practice, care home, clinic or any public-facing workplace. Quoted for your team.
- First impressions and clear communication
- Phone, email and face to face
- Complaints and difficult callers handled calmly
- One price for the group, up to 12 staff — not per person
- Certificates emailed the next day
Tell us where you are and we’ll come back with dates and a price.
Not a booking. We'll send full details and answer any questions.
Prefer to speak? Call 0207 112 8412
Great training by Kasorb very knowledgeable, great people skills.
Trusted by health, workplace and care teams across the UK
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Compliance and certification
Staff receive a Kasorb certificate of completion for your training file, with no expiry date. It isn't a regulated qualification.
4 reasons teams choose Kasorb for Customer Service Training
One price for the whole team
One price for the whole group of up to 12, not per person — quoted for your team, with certificates included.
Training at your workplace
No travel planning, no separate venue booking and less disruption for your team on the day.
Built around your front desk
Examples from your own setting, so staff practise the calls and conversations they actually handle.
Compliance handled properly
Attendance, certification and compliance paperwork are included after the course.
What UK organisations trust Kasorb for
177+
UK Trainers
300,000+
People Trained
438
Reviews rated 5/5 on Google & Feefo
Top 20
Global H&S Training Company
Course specification
How it works
- Enquire with your postcode, group size and preferred dates. We'll come back with a price within 48 hours. We recommend booking at least four weeks in advance to secure your preferred date — live online offers the best availability of dates. If you need something sooner, just ask.
- Confirm your date, and whether you'd like the session on-site or live online.
- Your trainer calls beforehand to confirm logistics and understand your team and setting. If you'd like the day to reflect your own service standards, send them in advance.
- A full day (09:30–16:30), with short inputs, discussion and practice on the calls and conversations your staff handle.
- Certificates are emailed the next day.
What the course covers
- What good service looks like — and what your customers, patients or residents expect
- First impressions
- Communication on the phone, by email and face to face
- Understanding people's needs
- Handling complaints
- Difficult conversations and difficult callers
- Staying calm under pressure
By the end, your staff will be able to:
- make a positive first impression in person and on the phone
- find out what someone needs and respond clearly
- handle a complaint or a difficult caller calmly and professionally
Who needs this training
Receptionists, front-of-house teams, patient coordinators and anyone who deals with the public, for example:
- Dental and GP practice reception teams
- Care home reception and administration staff
- Patient coordinators and clinic administrators
- Front-desk and customer-facing staff in any workplace
We recommend at least Level 1 literacy and numeracy.
What the law says
There's no legal requirement for customer service training. In health and care services in England, CQC's Regulation 16 (receiving and acting on complaints) expects providers to run an accessible system for handling and responding to complaints, and Regulation 18 (staffing) expects staff to have the training they need for their role. Customer service training helps front-line staff handle concerns well at first contact, and know when to pass them on.
It isn't a regulated qualification.
How we assess learning
The trainer reviews learning throughout the day through practice, questions and discussion. Each person applies the tools to a real situation from their own work and agrees an action plan with the trainer.
Your trainer
Your trainer has used these skills for real, and keeps the day practical — built around the calls, emails and conversations your team handles every day.
Logistics
- Room: horseshoe or classroom seating — what matters is clear floor space for the group exercises
- You provide: a room for up to 12, with a screen or blank wall for slides
- The trainer brings: the course materials and all general training equipment
- Group size: up to 12, face to face or live online
- Timing: 09:30–16:30; staff arrive 15 minutes early
- Access: the trainer needs the room 45 minutes before the start
- Anywhere in the UK, or live online
- Live online: a quiet space and a device with camera and audio for each person joining — ideally one device each, and never more than two people per device
- More dates online: live online often has more dates available, so it's worth asking if you need training sooner or have people across several locations
- Literacy: we recommend at least Level 1 literacy and numeracy
Cost explained
This course is quoted for your team. Tell us your postcode, group size and preferred dates, and we'll confirm the price within 48 hours. It's one price for the group, up to 12 staff — not per person — and it covers your trainer, their travel and the course materials.
More than 12 staff? We'll run another session at the same rate.
Several sites? Tell us when you enquire and we'll arrange them together.
Frequently asked questions
Does it cover phone calls?
Yes — phone, email and face to face, including difficult callers.
Is it suitable for dental and GP practices?
Yes. Trainers use examples from your setting, whether that's a dental reception, a GP practice, a care home or a clinic.
Does it cover complaints?
Yes: listening, acknowledging the concern, responding calmly, and knowing when to pass a complaint on through your complaints procedure. Managers who investigate and respond to complaints may want Complaints Handling for Managers as well.
Can it reflect our own service standards?
Yes. Send your service standards or complaints procedure in advance, and the trainer can build them into the day.
Can it be done online?
Yes, live with a trainer, for up to 12 staff. Phone and email skills translate well to a live online session. Each person needs a quiet space and a device with camera and audio.
What do we need to provide, and is there anything else to pay?
A room for up to 12 with a screen or blank wall for slides — or, for live online, a device with camera and audio for each person joining. There's nothing else to pay: the price covers your trainer, their travel and the course materials.
How quickly can you come?
We'll come back with a price within 48 hours, and we recommend booking at least four weeks in advance to secure your preferred date — live online offers the best availability of dates. If you need something sooner, just ask.
Prefer to speak? Call 0207 112 8412