Customer Service Training

  4.9 out of 5 - Read Testimonials

This Customer Service training class teaches the basics of customer service and translates that knowledge into practical application. Students will come away from this class knowing how a positive attitude, going a step beyond basic customer service, and dealing effectively with complaints will enhance their work experience. Students will learn the difference between internal and external customers and will learn how the development and implementation of a comprehensive customer service policy promotes consistency in how customers are treated and keeps customers happy.

Goals
  1. Understand customer service.
  2. Identify internal and external customers.
  3. Learn how to interact positively with customers.
  4. Develop a positive attitude.
  5. Learn to communicate effectively.
  6. Learn to create and implement service standards.
  7. Learn to evaluate and monitor service standards.
  8. Learn to create memorable customer service.
Outline
  1. Customer Service Basics
    1. Defining Customer Service
    2. Internal and External Customers
      1. Internal Customers
      2. External Customers
    3. Interacting with Customers
      1. Amiable Customers
      2. Aggressive Customers
      3. Angry Customers
      4. Handling Stress
    4. Understanding What the Customer Wants
  2. Developing Responsible Customer Service Skills
    1. Developing a Positive Attitude
      1. Good People Skills
    2. Going a Step Beyond What Is Expected
      1. Active Listening
    3. Dealing with Complaints and Problems
      1. Problem Resolution
  3. Developing Verbal and Nonverbal Communication
    1. The Basics of Communication
      1. Tone
      2. Pitch
      3. Volume
    2. Customer Communication
      1. Building Rapport
      2. Establishing Credibility
  4. Customer Service Best Practices
    1. Creating Customer Service Standards from Best Practices
    2. Implementing Service Standards
      1. Service Standards and Job Descriptions
      2. Service Standards and Employee Orientations
      3. Service Standards and Ongoing Training
      4. Service Standards and Performance Reviews
    3. Monitoring Service Standards
      1. Management Role
      2. Service Team Role
    4. Maintaining Service Standards
  5. Attracting Loyal Customers
    1. Create Memorable Service
      1. Service Above and Beyond
      2. Great Customer Service Examples
    2. Develop Loyal Customers
      1. Reward Loyal Customers
      2. Survey Customers
      3. Involve Loyal Customers
      4. Keep in Touch with Loyal Customers
      5. Thank Loyal Customers
    3. How Loyal Employees Impact Customers
      1. Measuring Employee Loyalty
      2. Employee Job Satisfaction
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Preparing for Class

Training for your Team

Length: 1 Day
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

Training for Yourself

$325.00 or 1 vouchers

Upcoming Classes

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Please select a class.
  • Live Online Training
  • For Individuals
  • Expert Instructors
  • Guaranteed to Run
  • 100% Free Re-take Option
  • 1-minute Video

What people say about our training

The trainer was fabulous. Engaging, knowledgeable and entertaining while still being effective!
Jennifer (Joey) Evans
Salesforce.com
Instructor was the coolest trainer! Loved the session she conducted at our company and look forward to more opportunities.
Vasanti Balan
Salesforce.com
The class is a must have if you are a loyal employee looking to improve productivity within your organization.
Sheila Lofton
The Permanente Medical Group
I would recommend this course for any company.
Mary Steffan
Lumiere Laser & Vein Center

No cancelation for low enrollment

Certified Microsoft Partner

Registered Education Provider (R.E.P.)

GSA schedule pricing

60,501

Students who have taken Instructor-led Training

11,680

Organizations who trust Webucator for their Instructor-led training needs

100%

Satisfaction guarantee and retake option

9.75

Students rated our Customer Service Training trainers 9.75 out of 10 based on 35 reviews

Contact Us or call 1-877-932-8228