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Suitable for:       All What does this mean?

On this course, we explore what great customer service means and what gets in the way of us achieving this every day.

We discuss how the focus on customer service leads to a virtuous cycle where everyone and the organisation benefits. We then tell you techniques that mean that you can operate at your best all the time, control how the customer responds to you and therefore increase your effectiveness as a person and as an organisation.

This course is a full day course run over two half days.

  • Read more

    What delegates will take away:

    • A deeper understanding of what great customer service means
    • A deeper understanding of the psychological impact of our behaviour on our customers
    • Techniques to be able to manage unhappy customers effectively
    • The importance of positive language
    • A greater degree of self awareness and self regulation
    • That you are far more in control of your conversations and customer responses than you think you are
    • The importance of resilience and the outsize effect it can have on your productivity.

    Who’s it for?

    Anyone who is customer facing.

  • Our trainers

    Gavin Hutchinson is a veteran trainer with 22 years of experience planning, implementing and delivering training for HM Prison Service, Police Forces and Local Authorities. He is passionate and highly effective with outstanding success in delivering training over a variety of disciplines and fields.

    He has a deep knowledge of behavioural change, motivational training and development across public and private sectors and thoroughly enjoys seeing the effect of his training on the participants. Gavin uses humour to allow participants to absorb the learning and his sessions are great fun.

  • Price and booking


    Ticket Type Price Spaces
    Delegate ticket - Multi ticket pricing and member discounts will be applied at checkout £275.00
    Attendee 1

    Registration Information

    Booking Summary

    x Delegate ticket - Multi ticket pricing and member discounts will be applied at checkout
    Total Price

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we’ll process the booking for you.

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.


12 - 26 September 2024
9:00am - 12:00pm
Book now

We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we’ll be in touch.

We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.


Making a booking:
Step 1: Select the number of delegates you would like to book on this session
Step 2: Complete the delegate details
Step 3: Check the details, tick the consent box, and press the book now button
Step 4: Member and multi-ticket discounts will automatically be applied on the next page
Step 5: To use a coupon code please enter this at the top of the checkout page by clicking on the link
Step 6: Complete the booking details
Step 7: Confirm your booking.