Customer Service Training

Course Length: 1 day

Delivery Methods: Multiple delivery options

Course Overview

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.

Course Benefits

Understand customer service.
Identify internal and external customers.
Learn how to interact positively with customers.
Develop a positive attitude.
Learn to communicate effectively.
Learn to create and implement service standards.
Learn to evaluate and monitor service standards.
Learn to create memorable customer service.

Available Delivery Methods

Public Class
Public expert-led online training from the convenience of your home, office or anywhere with an internet connection. Guaranteed to run .

Private Class
Private classes are delivered for groups at your offices or a location of your choice.

Self-Paced
Learn at your own pace with 24/7 access to an On-Demand course.

Course Outline

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
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
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
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
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 will receive a comprehensive set of materials, including course notes and all the class examples.

Customer Service Training

Register for a Live Class

Request a Private Class

Self-Paced Course