Customer Service

In this course, students will explore the background and techniques of customer interactions.

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Learning Objectives

Upon successful completion of this course, students will be able to:

  • acquire tools to provide quality customer service and make lasting impressions on customers.
  • explore how customers define the success of your company, as well as a customer’s emotional behaviors, and how that sensitivity influences his or her decision making.
  • discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
  • examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
  • identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
  • identify the guidelines for dealing with unreasonable and irate customers.
  • take action to increase the loyalty of the customers you serve.
  • increase sales via customer service.


    Course Details

    Course Outline

    1 - Understanding Customer Service
  • Describe Customer Service Benefits
  • Recognize the Importance of Internal Customer Service
  • Identify How Customer Service Benefits You
  • Excel with Customer Service
  • 2 - Identifying How Customers Define the Success of Your Company
  • Recognize Trends in Customer Service
  • Identify Criteria for Customer Satisfaction
  • 3 - Increasing Customer Satisfaction
  • Identify Characteristics of the Personal Touch
  • Create Lasting Positive Impressions on Your Customers
  • 4 - Providing Face-to-Face Customer Service
  • Identify Categories of Face-to-Face Contact
  • Understand the Critical Success Factors in Face-to-Face Customer Service
  • Identify the Characteristics of Active Listening
  • 5 - Providing Remote Customer Service
  • Identify Remote Customer Service Communication Channels
  • Apply Remote Customer Service Best Practices
  • 6 - Engaging Difficult Customers
  • Serve Difficult Customers
  • Manage Angry Customers
  • Deal with Difficult or Unhelpful Colleagues
  • 7 - Increasing Customer Loyalty
  • Optimize Moments of Truth
  • Recognize the Value of Customer Complaints
  • Identify the Stages of the Service Recovery Process
  • Actual course outline may vary depending on offering center. Contact your sales representative for more information.

    Who is it For?

    Target Audience

    This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.


    Other Prerequisites

    To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills.

    Customer Service

    Course Length : 1 Day

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