Customer Service & Public-Facing Skills
Deliver Excellent Public Service in Every Interaction
Tailored training and development programmes to help public sector organisations create inclusive, engaging, and resilient workplace cultures that attract and retain top talent.
What We Offer
We provide targeted development for frontline staff, customer-facing teams and anyone representing your organisation to the public. Our practical, CPD-certified training builds confidence, empathy and clarity in service delivery. Key topics include:
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Developing Effective Written Responses to Complaints
Craft thoughtful, clear and respectful responses to written complaints, especially in high-stakes or healthcare contexts.
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Managing Challenging Conversations and Conflict
Gain practical strategies for de-escalating tension, setting boundaries and handling difficult customer behaviours with professionalism.
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Handling Aggressive Verbal Complaints
Develop assertive techniques to manage abusive or inappropriate behaviour, prioritising both service and staff safety.
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Customer Service Essentials for the Public Sector
Build the core mindset, behaviours and communication skills needed to deliver consistent, citizen-centred service across channels.
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Handling Conversations with Vulnerable or Upset Service Users
Develop skills to remain calm, compassionate and effective when dealing with sensitive situations or emotionally charged interactions.
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Clear and Accessible Communication
Improve clarity, tone and structure across verbal and written communication, including email, letters, and reports, while meeting accessibility standards.
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Confidence and Resilience in Public-Facing Roles
Equip staff with practical tools to manage stress, regulate emotions and remain composed in challenging service environments.
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Service Improvement and the Government Service Standard
Understand how to align with the UK Government’s Service Standard to improve consistency, usability and citizen satisfaction across digital and in-person services.
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User-Centred Service Design for Teams
Help staff understand the basics of service design thinking so they can improve services based on real user needs and feedback.
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Presenting with Impact in Public Settings
Develop the confidence and structure to communicate clearly and credibly in public forums, consultations, or community meetings.
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Delivering Great Customer Service in Digital Channels
Strengthen service skills across webchat, email, social media and online forms while maintaining tone, professionalism and accessibility.
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Effective Complaint Handling and Service Recovery
Learn how to manage complaints with professionalism and empathy, turning difficult situations into opportunities to build trust.
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Delivering Inclusive, Culturally Competent Service
Respond to diverse service user needs by building cultural awareness, inclusive language and confidence working across differences.
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Advanced Listening and Empathy Skills
Deepen listening and empathy techniques to build trust, reduce defensiveness and strengthen citizen rapport in complex situations.
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Managing Time, Tasks and Energy in Public Service
Improve personal effectiveness and resilience with planning, prioritisation and energy management tools for high-demand roles.
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Embedding Values in Frontline Service
Help teams connect their day-to-day tasks with organisational values and public impact to improve engagement and service quality.
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Trauma-Aware Practice in Public-Facing Roles
Understand how trauma shapes behaviour and develop compassionate, non-triggering responses in roles where service users may be affected.
Mix. Match. Customise.
You don’t have to choose just one. We’ll work with you to create a training programme that meets your team’s specific goals, whether it’s improving first contact resolution, building confidence in complaints handling, or embedding service values across teams. Sample agendas are available on request, or we can co-create a bespoke experience tailored to your audience and challenges.
Feedback & Testimonials
London Borough Council
“The course was incredibly useful in preparing our team to handle sensitive complaints with confidence.”
- Complaints & Information Governance Manager
Midlands Housing Association
“This training helped our housing officers feel more confident when dealing with emotional service users and difficult conversations.”
- Head of Customer Services
NHS Community Health Trust
“It’s rare to find a course that speaks so directly to the real experiences of frontline staff. It felt relevant and empowering.”
- Customer Access Team Lead
More Feedback…
Hertfordshire County Council
“Our team now has a shared language and practical techniques for de-escalating complaints and responding clearly.”
- Operations Manager
St Patrick’s College
“Highly recommend that all who work within complaints – take the opportunity to attend.”
- Director of Student Admin Services
National Crime Agency
“I thought the trainer was exceptional. She was interactive, experienced and built a very good rapport with participants. The handouts will be very useful also.” – Senior Office, National Crime Agency.
- Senior Officer
BCUHB
“This is honestly the best one-day course I have ever attended – Susan's knowledge and know how are astounding.”
- Head of Nursing
Government of Jersey
"I recently attended the stage 2 written complaints training course, and it exceeded all my expectations. The course provided practical practical, real-world strategies for addressing customer complaints professionally and efficiently. The interactive exercises and case studies were invaluable helping me to develop confidence in managing difficult situations. I now feel much better equipped to turn complaints into opportunities for growth and customer satisfaction."
- QA Officer
Greenwich NHS Trust
“Brilliant course. Every manager involved in responding to complaints should attend.”
- Consultant in A&E, Lewisham
Goldsmiths University
“Sue was so knowledgeable, engaging + excellent. Very useful examples + great examples used.”
- Appeals and Complaint Officer
Success Stories: Mini Case Studies
Hackney Council
Challenge: Frontline complaints staff needed to improve response quality and reduce case escalations.
Approach: Delivered tailored workshops focused on de-escalation, written responses, and tone management.
Results: Increased first-contact resolution, improved customer satisfaction scores, and greater staff confidence in challenging interactions.
University Hospitals Coventry & Warwickshire NHS Trust
Challenge: Clinical and admin staff struggled to maintain clarity and compassion in formal complaint letters.
Approach: Delivered writing-focused training aligned with NHS complaints processes and tone of voice guidance.
Results: More consistent, respectful responses; fewer follow-up queries; and increased staff confidence in formal communication.
Yorkshire Housing
Challenge: Housing officers needed support to navigate emotionally sensitive situations with tenants.
Approach: Ran trauma-informed communication training covering empathy, boundaries, and service values.
Results: Greater consistency in approach across teams, improved tenant feedback, and reduced team stress levels.
Migrant First
Challenge: Frontline staff were struggling to craft effective written responses to complaints, leading to poor tone, miscommunication, and frequent case escalations.
Approach: Designed and delivered bespoke workshops focused on de-escalation techniques, writing with clarity and empathy, and managing tone in written communication. Training was tailored to real-world complaint scenarios faced by Migrant Help teams.
Results: Achieved a measurable increase in first-contact resolution rates, improved customer satisfaction scores, and boosted staff confidence when handling complex or emotionally charged complaints.
Submit an Enquiry For Customer Service Training
What Happens After You Enquire?
We contact you within one working day to discuss your goals and training needs.
We hold a quick consultation to understand your specific requirements.
We create a tailored course proposal with clear details and pricing based on your needs.
Why It Matters?
Our programmes are grounded in real public sector challenges and tailored to your team’s goals, roles and working environment
Public trust is shaped by every interaction and poor service can undermine confidence in public institutions
The Government Service Standard calls for user-centred design and accessible, consistent communication
Clear, empathetic communication improves outcomes for service users and reduces complaints
Confident, resilient frontline staff improve morale and reduce burnout in high-pressure service roles
Here’s Our 5 Step Process
Step 1: Initial Consultation
We work with you to gain an in-depth understanding of your specific needs.
Step 2: Planning
We provide a detailed plan, agreeing your timeline, budget and training needs.
Step 3: Training Design
With you, we find the right course structure and develop training exercises and materials for your needs.
Step 4: Programme Delivery
Using a delivery method that suits your needs (online or face-to-face), we make sure the course runs to your requirements.
Step 5: Post-Course
Using feedback reports, we provide you with detailed insight into the effectiveness of the training. As well as recommendations and follow-up training support.