Enhancing levels of customer service is essential for any area of a business that deals directly with customers. Customer contact can be face to face or by phone, and applies to both internal and external customers.

Training needs include:

• Meeting and greeting
• Knowing your customers and their needs
• Being knowledgeable about the products or services being supplied
• Listening and responding
• Questioning
• Providing a quality experience - efficiency and accuracy
• Presentation - first impressions count - personal appearance - environment
• Behaviour - being polite, friendly, interested
• Telephone technique
• Applying the organisation's service philosophy
• Handling problems

It is vital that the training is effective by making it relevant to the learner using images that reflect the learner's environment. The learner must understand the levels of Customer Service that are expected and then be able to demonstrate their knowledge. This can be achieved through interactive scenarios requiring the learner to select appropriate responses to "customers". Customer reactions can be used to provide to feedback with commentary from an on-screen coach.

Customer Service involves the visual and aural senses. Appearance, behaviour and body language plays an important role in any customer interaction. This can be reflected in the training media used, for example by including audio, photographs or video to create a realistic environment for the learning.