Customer Service

Training programmes that help your team deliver warm, professional and value-creating service — consistently, across every customer touchpoint and every channel.

A personal and practical approach

We create a tailored solution that brings together psychology, communication techniques and service standards — adapted to the real situations your team faces day to day.

Preparation

We map the customer journey, identify common friction points and explore emotionally charged situations. From this we define the focus areas and design exercises that create immediate, practical benefit.

A systematic development journey

We combine workshops, service observations, case analysis and follow-up sessions. This helps build the habits required to maintain a consistently high level of service, even during busy periods.

Varied and engaging learning methods

Participants work with role-plays involving “difficult customer” scenarios, objection handling, emotional regulation techniques and case mapping. They leave with clear steps for guiding conversations and resolving customer issues constructively.

Visual learning

During the training day, we create a visual summary of the key tools and techniques. This stays with the team after the programme as a daily reminder to embed new habits.

Customer service training that delivers visible results

Smoother customer interactions and fewer escalations

Your team learns how to prevent tension, manage emotions and turn challenging situations into constructive solutions — even when a customer is upset or frustrated.

Consistent service standards and greater confidence

Clear agreements, tone-of-voice guidance and service models for in-person, phone, email and chat interactions. Service becomes consistent, and staff feel more confident in how they respond.

Better customer experience, loyalty and advocacy

Warm, professional interactions increase satisfaction, repeat business and recommendations — strengthening your overall brand experience.

What can the development programme focus on?

Mastering difficult customer situations

Understanding what drives customer behaviour, staying calm and steering conversations towards solutions.

Managing emotions and thought patterns

Techniques that help staff stay balanced and support the customer, even under pressure.

The ABCs of Customer Service

Clear principles, service processes and the do’s and don’ts of excellent customer care.

Channel-specific skills

Best practices for in-person, phone, email and chat communication — including conversation structure and tone of voice.

Internal collaboration

Clear roles and effective teamwork with support functions, ensuring customers receive quicker, more reliable resolutions.

See how we’ve supported other organisations

Our trainers — passionate professionals dedicated to meaningful learning

Kati Tikenberg

Signe Kiisk

Anna-Liisa Kadaksoo-Jones

Want your customer service to be consistent and genuinely customer-centred?

Get in touch — we’ll design a training programme that elevates customer experience and strengthens your team’s confidence.

+372 652 0009

+372 52 93202

koolitus@aeternum.ee

“We have received help in the most complex situations. When nothing else works, Aeternum does.”

Lea Pilvet
Head of HR, A. Le Co