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Customer Service Training Courses Directory

Customer Service Training

Knowing how to give exceptional customer service is one of the keys to growing and sustaining a business. 

Our customer service training programs and seminars can do everything from helping your organization to establish a service strategy and behavioral standards to teaching your receptionists and other front-line employees how to effectively answer the phone.

Our course facilitators are seasoned speakers, authors, and consultants with extensive experience in customer experience consulting and customer service training.

They have worked with businesses, government groups, associations, and educational institutions of all shapes and sizes in industries such as healthcare, hospitality, automotive services, retail, insurance, banking, oil and gas, and pharmaceuticals.

All of our customer service workshops can be taught as described in the workshop overviews or tailored to address goals and objectives specific to your group.

To review the programs available for immediate delivery, click links to the right or take a look at the short descriptions found on this page.

COURSE CATALOG AT A GLANCE

To review course overviews for our existing customer service training programs, click on the links to the right. Alternatively, review the short descriptions found on this page.

If you have a need not addressed by one of the courses in our library, please contact us about curriculum development.

Format Key

B – Conference Breakout Session or Lunch Program
H – Half-Day Training Course
F – Full-Day Training Course
M – Multi-Day Training Course
W – Webinar
O – Online Course  

CUSTOMER SERVICE COURSES

Customer Service Excellence: How to Deliver Exceptional Value to Today's Busy Customer

 

 

F

 

 

O

Step Up Your Service Game: Three Hours to Better Customer Service

 

H

 

 

 

 

The Customer Connection: Twenty Essential Communication Skills for Giving Better Service

 

H

F

 

 

 

Greet Your Customers: Welcoming and Retaining Clients, Patients, Members, and Guests

B

H

F

 

W

 

Service Essentials: Basic Skills for Serving Others

 

H

F

 

 

 

Great Service for Everyone: Tactics for Dealing with Difficult or Demanding Customers

B

H

 

 

W

 

How May I Help You?: Outstanding Telephone Courtesy and Customer Service

B

H

F

 

W

 

Welcome!?: Projecting  Professional Image at the Front Desk

 

H

F

 

W

 

Delivering Exceptional Client Services: How to Build Lasting Partnerships

 

 

F

 

 

 

Patients Plus: Delivering Customer Service for Better Patient Satisfaction

 

 

F

M

 

 

In the Bag: Delivering Exceptional Retail Customer Service

 

 

F

M

 

 

At Your Service: Delivering a Five-Star Customer Experience

 

 

F

M

 

 

Citizen Service: Customer Service and Communication Skills for Government Employees

 

H

F

 

 

 

SOS: Help for the Help Desk

 

H

F

 

 

 

Let's Chat: Customer Service Skills for Online Service and Sales Representatives

 

H

 

 

W

 

The A+ Agent: Confidence and Professionalism for Call Center Employees

 

H

 

 

W

 

More than a Database: Customer Relationship Management 101

 

 

F

 

 

 

Coaching Customer Service: Ten Essentials for Coaching, Motivating, and Getting the Best out of Front-Line Employees

B

 

F

 

 

 

Creating a Service Culture: Strategies and Tactics for Creating an Environment of Excellence

 

 

F

M

 

 

SHORT PROGRAM DESCRIPTIONS

This comprehensive customer service training program is our most popular course.  It addresses the skills people need to better serve their customers, clients, and partners over the telephone and in person. We can deliver this program as described in the workshop overview or tailor the content to address challenges specific to your business.  The off-the-shelf version of this course is also available as online self-paced training.   For groups seeking a blended learning approach, we recommend online learning followed by instructor-led training.
 
Step Up Your Service Game: Three Hours to Better Customer Service (OUTLINE COMING SOON)
Does your service staff need a refresher course?  This program is designed to energize your staff and reengage them in the service game.  This is not a “sit-and-watch” program.  Participants can expect to stand, move, laugh and learn new techniques they can put into practice immediately after training.
 
Would better communication skills improve the service your staff provides to customers?  If you answered “yes,” this program may be an ideal fit.  The course covers 20 skills for improving customer interactions.  It is ideally suited for organizations who wish to identify and adopt service standards. 
 
This interactive customer service workshop is based on facilitator Laurie Brown's latest book, Greet Your Customers: Welcoming and Retaining Clients, Patients, Members, and Guests.  During this training program, participants will learn tactics and techniques for improving their relationships with new and existing customers, clients, guests, and patients.  The course is fun, fast-paced, and filled with collaborative activities designed to quickly illustrate learning points in ways that make the lessons discussed painless to remember and easy to implement.
 
Often people find themselves in a role where they must provide customer service, yet they have received no formal training. This workshop covers the fundamental skills needed to provide service in person and over the phone. The program covers servicing internal and external customers, the importance of a professional image, service standards, telephone skills, handling demanding and difficult clients and customers, assertiveness, problem solving, service recovery, and stress management.
 
Our telephone customer service course is designed for professionals who rely on the phone as a primary tool for interacting with and servicing customers.  This workshop reviews the basics of answering the phone, transferring callers, putting callers on hold, dealing with difficult situations and more.  If you rely on the telephone to communicate with customers, this phone customer service course can take your image to the next level.
 
Improving patient satisfaction is the ultimate goal of this healthcare customer service training program designed specifically for those working in hospitals, medical centers, and long-term care facilities.  Whether you have a large organization and use Press Ganey to measure patient satisfaction or you are a small medical practice with no measuring system in place, this program provides training on the soft skills needed to improve the patient experience.  In many cases, this program is used in conjunction with our patient satisfaction consulting process. For more information about healthcare consulting, please contact us for a low-pressure conversation.
 
With so many options available for consumers these days, exceptional customer service is one of the only sure-fire strategies for keeping customers coming back.  This specialized program covers the essentials retail service providers need to understand in order to ensure that they are delivering the best possible service experience to their customers and clients. This course can be combined with secret shopping services and tailored to address issues specific to your organization.
 
Whether you run a hotel, motel, restaurant, park, museum, or tourist attraction, providing five-star service is an essential element in the formula for growing your business. This hospitality seminar covers service standards, barriers to good service, measuring service levels, communication styles, techniques for dealing with problems, and stress management.
 
When working in the public sector and providing customer service, often you are the only game in town. Your customers can’t go anywhere else. But even with this monopoly, it is important that you work as if every customer could leave at will. In fact, it’s critical. This training seminar addresses all aspects of customer service and communication for those interacting with the public, coworkers, and elected officials.
 
This dynamic customer service training program for housekeepers can transform your group from "ho hum" to awesome.  During this course participants will learn why cleaning alone is not enough to delight or even satisfy guests, residents, and other customers. Those taking part in the class will also discover specific actions they can take to deliver exceptional housekeeping, janitorial, environmental services. The course is ideally suited for hotels, hospitals, medical centers, long-term care facilities, and other organizations with large staffs dedicated to environmental services. 
 
The receptionist is often the first person clients and customers see when they enter a business, yet the people in this role often get little or no training at all.  This class is designed for organizations who wish to improve the front desk skills of their receptionist staff.
 
To effectively work in a help desk environment, employees must have first-rate technical and soft skills.  This course covers the communication expertise necessary to succeed as a service provider working at a help desk. The program is fast paced, hands on, and uses real-life examples to illustrate learning points.
 
This live support and chat training course is designed for anyone who provides service or connects with customers via chat.  From exploring best practices to guidelines for keeping those on the other end of the connection happy, this interactive chat etiquette workshop uses hands-on exercises, case studies, and multiple examples throughout the program. The course is appropriate for organizations already using chat and for those considering the tool.  
 
Whether handling orders, fielding complaint calls, or providing information, effective call center employees must be accurate, professional, and consistent.  This course covers the soft skills needed to provide exceptional service over the telephone in a call center environment.
 
As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires analysis and preparation. This course sorts through a myriad of information and provides the basics for making decisions about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.
 
This customer service course is designed to help service departments or entire organizations to define their brands, identify ideal customers, and align their behaviors to meet client and customer expectations.
 
Customer service training is great, but it rarely sticks if supervisors do not have the skills to reinforce the techniques learned.  This course focuses on developing the supervision and coaching skills of supervisors working on the front lines.  This program can be combined with any of our customer service courses as part of a service improvement plan.
 
Mission, vision, values, and behavioral standards are the cornerstones of successful service culture management.  This course lays out the steps for effectively creating and managing a customer service culture. This program is often purchased in conjunction with larger projects that go beyond training. Contact us to learn more about this option.
 
Questions This Page Answers About Customer Service Training
  • What training is available for improving my team's service skills?
  • Where can I get help to create a culture of excellence?
  • Where can I find a customer service expert?

CUSTOMER SERVICE TRAINING
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