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McCrudden Training

Eastbourne & District Chamber of Commerce

Workshop TitleThe difference between routine and the extra mile

Summary of the overall aims of the course

Excellence in customer service is a strategic imperative for any organisation wanting to thrive in today’s customer driven world. Regularly exceeding your customers expectations means that you must not only know the different types of customers your organisation has, but what their needs and expectations (those they express and uncovering the more invisible ones)

If you’re looking to understand the behaviours and processes that will have the greatest impact on a customer’s impression of your business, this workshop is the place to start. Use this course to learn to give your customers what they want, and just a little bit more!

Course objectives

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

  • Explain the components of great customer service
  • Identify laws and regulations that relate to
  • Explore the expressed and invisible needs of different types of customers
  • Describe basic systems for delivering outstanding service
  • Apply the Kano model to your organisation to delight your customers
  • Identify ideas for adding value to your service offer and going the extra mile

Target audience

First Service is a series of short but highly interactive practical workshops ideal for any customer facing organisation. Achieving excellent and outstanding customer service happens when EVERYONE involved in an organisation works together to achieve brilliance.

This course is suitable for all levels of staff in your organisation including managers, business owners and frontline customer service staff.


This course is part of the First Service, customer service training programme. First Service is a bespoke customer service training package built around the needs expressed by businesses like yours. 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.



Delegate rate for Edeal clients and Chamber Members £99