Achieving Customer Service Excellence - PROUD Principle® (Classroom)

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Achieving Customer Service Excellence - PROUD Principle® (Classroom)


PLEASE Note: We are also able to deliver this course, inhouse, at a time and location to suit your needs, as well as online. 

This 1 Day classroom-based workshop is designed around the PROUD Principle® an innovative and powerful customer service model which builds into a set of key principles in achieving excellent customer service.  Through its simplicity and ease of use it can create a unified customer-focused culture and philosophy within an organisation.

It can be applied to any customer situation in any sector, discipline, or profession; it crosses over easily from business to personal use.

The PROUD Principle® instils positive behaviours and provides a simple framework to achieve a consistent, excellent customer service experience from start to finish.

By the end of the workshop, participants will:

  • Be able to engage professionally when speaking with customers
  • Develop skills in identifying a customers’ needs and handling their enquiries effectively
  • Learn to listen effectively, ask questions and summarise to respond fully to a customer request
  • Have a set of workable tools to utilise in their work
  • Feel confident in providing exceptional customer service.


  • Proud Principle® – Customer Excellence Service Model
      - Overview of the model
  • Defining the Customer
      - Internal / External
  • First impressions count:
        - projecting the right image (language, voice and non-verbal messages)
        - building and maintaining rapport
  • Understanding the importance of Perception & Expectation
  • Developing key interpersonal skills in customer service
      - Active Listening & Using Powerful questions
  • Proud Principle® – Customer Excellence Service Model
      - Using the PROUD Principle®
  • How to handle difficult customers
  • Dealing with challenging requests
  • Embedding a PROUD Principle® Customer culture in the organisation

Course start: 9.15 am - Admin, introductions.

Course Finish: 4.30pm


Tutor led, highly interactive, engaging content utilising relevant exercises, case-studies, practical examples, and associated video clips; as well as facilitated group discussions around the topic areas to ensure and embed learning.


Fees include:

  • Electronic (pdf) copies of all Slides, Manual.
  • Refreshments and lunch
  • 'Certificate of Attendance' signed & dated, PMR Training and Development Ltd




  • Delivered In-Person

  • Beginner level

About PMR Training and Development Ltd

PMR Training and Development Ltd
PMR Training and Development Ltd
St Helens

We are a learning, training and people development consultancy, operating both nationally and internationally.  We provide a wide range of development services from training courses (classroom, online and blended) - either as open/public courses - or bespoke inhouse programmes.  Some of the topic areas we cover include:

  • Leadership
  • Management
  • Coaching
  • Team building
  • Change Management
  • Performance Management
  • Customer Service
  • Train the Trainer
  • Soft-skills (Communication, Interpersonal, Presentation, etc)

We have two unique programmes - 'PROUD Principle® – Achieving Customer Service Excellence', and our ACTIVE 'Coaching® – Coaching Excellence course', which are run as open/public courses as well as inhouse.  In adition we also run teambuilding programmes incorporating our unique team profiling tool TEAM Colours®.

Our other services include:

  • Coaching  - Executive 1-2-1 services and Coaching training
  • Psychometric assessments
  • OD, Talent Management and L&D Consultancy services.
Read more about PMR Training and Development Ltd

Covid-19 Notice

In line with COVID-19 restrictions - all our training programmes are running online, as well as our virtual Coaching sessions.