Customer Service Courses
Knowing how to give exceptional customer service is one of the keys to growing and sustaining a business.
Our customer service training programs 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 not just talking heads who read through an instructor manual. Rather, they 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 seminar onlines 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.
Half-Day, Full-Day, and Multi-Day Training Sessions
Available Customer Service Workshops
Short Course Descriptions
Customer Service Excellence: How to Deliver Exceptional Value to Today's Busy Customer
(Customer Service Training)
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.
The Customer Connection: Twenty Essential Communication Skills for Giving Better Service
Greet Your Customers: Welcoming and Retaining Clients, Patients, Members, and Guests
(Customer Service Workshop)
This 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 highly interactive 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.
Sevice Essentials: Basic Skills for Serving Others
(Basic Customer Service Course) 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.
How May I Help You?: Professional Telephone Courtesy and Customer Service
(Telephone Skills for Customer Service Providers) 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.
Patients Plus: Delivering Customer Service for Better Patient Satisfaction
(Customer Service Training for Healthcare Professional)
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.
In the Bag: Exceptional Retail Customer Service
(Customer Service Training for Retail Employees)
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.
At Your Service: Creating and Delivering a Five-Star Customer Experience
(Customer Service for the Hospitality Industry)
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 seminar covers service standards, barriers to good service, measuring service levels, communication styles, techniques for dealing with problems, and stress management.
Citizen Service: Customer Service and Communication Skills for Government Employees
(Customer Service for the Hospitality Industry)
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.
Clean Is Not Enough: Customer Service, Communication Skills,
and Teambuilding for Housekeeping Professionals
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.
Welcome!?: Projecting Professional Image at the Front Desk
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.
SOS: Help for the Help Desk
(Help Desk Training) 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.
Let's Chat: Customer Service Skills for Online Service and Sales Representatives
(Chat Training) 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 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.
The A+ Agent: Confidence and Professionalism for Call Center Employees
(Call Center Training)
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.
More Than a Database: Customer Relationship Management 101
(Customer Relationship Management (CRM) Training)
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.
Delivering Exceptional Client Services: How to Build Lasting Partnerships
(Client Services Training)
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.
Coaching Customer Service: Ten Essentials for Coaching, Motivating,
and Getting the Best out of Front-Line Employee
(Customer Service Supervisor Training)
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.
Creating a Service Culture: Strategies and Tactics for Creating an Environment of Excellence
(Managing Customer Service Training) 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.
For larger projects that go beyond training, organizational consulting may be a more appropriate fit. Contact us to learn more about this option.
Questions This Page Answers About Customer Service Training
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CUSTOMER SERVICE TRAINING
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