Customer Service Training

  4.9 out of 5 based on 75 Ratings

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.

Training for your Team

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

Training for Yourself

$445.00 or 1 vouchers

Upcoming Live Online Classes

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

What people say about our training

Happy Together with Webucator!!
Jason Quintana
OpenTV
Instructor was the coolest trainer! Loved the session she conducted at our company and look forward to more opportunities.
Vasanti Balan
Salesforce.com
The approach of teaching was real and fun! Covering the fundamentals as well as teaching the real tactics. Keep up the good sessions ! :)
Param Upadhyay
Check Point Software Technologies, Inc.
The Customer Service Training provided by Webucator was an excellent way for our team to evaluate our performance. It showed us ways we can improve and helped us acknowledge areas in which we already provide great service. Everyone left the meeting with at least two action items they could implement right away.
Marci Kirk
American Veterinary Medical Association

No cancelation for low enrollment

Certified Microsoft Partner

Registered Education Provider (R.E.P.)

GSA schedule pricing

62,336

Students who have taken Instructor-led Training

11,816

Organizations who trust Webucator for their Instructor-led training needs

100%

Satisfaction guarantee and retake option

9.79

Students rated our Customer Service Training trainers 9.79 out of 10 based on 75 reviews

Contact Us or call 1-877-932-8228