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McCrudden Training

Eastbourne & District Chamber of Commerce

Workshop TitleFirst Impressions: the basics of great customer service (First Service)

Summary of the overall aims of the course

Customers form an impression of your business within the first 7 seconds of their contact with you. So, the quality of your customer service really counts – especially the first contact with customers.

A good first customer service encounter can enhance your overall view of the rest of the customer service experience. A poor or indifferent customer goodbye, can undermine all your earlier customer service work.

Let McCrudden Training’s customer service training programme help you to make sure every first (and lasting) impression with your customers counts.

Course objectives

At the end of the course delegates will be able to:

  • Identify the reasons for ensuring remarkable first customer contacts and the 4 crucial elements of customer satisfaction
  • Explain the critical elements of a killer first impression
  • Use the 5 pillars of communication success to instigate a professional ‘small talk’ conversation with customers
  • Take control of a ‘goodbye’ to leave a positive lasting impression
  • Tailor their first contact to meet the needs of specific customer groups.

Target audience

This short, but highly practical workshop is ideal for you if you work on the front line with customers. It’s particularly targeted at those who meet and greet customers, but is also a great introduction to delivering knock-out service.

Most suited to those in a face-to-face customer service environment, although those working on telephone customer services will also benefit.


This course is part of the First Service, customer service training programme. First Service is a bespoke customer service training programme built around the needs expressed by Eastbourne Businesses.

To achieve a First Service Award, you must successfully complete 6 hours of training from McCrudden Training’s customer service portfolio.


3 hours

Min / Max no. of delegates


Assessment Method

To successfully pass the course, you will be asked to complete an internally designed summative assessment to the satisfaction of the course tutor.


Drawn from our pool of trainers (depending upon availability)


Delegate rate for Edeal clients and Chamber Members £99