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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 facilitated as described in the program overviews or tailored to address goals and objectives specific to your group.

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
W2 – Mult-Session Webinar
O – Self-Paced Online Course   
 

CUSTOMER SERVICE COURSES

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

 

H

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

       

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

B

H

F

 

W

 

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

B

H

F

 

W

 

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

 

H

F

     

Welcome!: Projecting  Professional Image at the Front Desk

 

H

F

 

W

 

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

 

H

   

W

 

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

 

H

   

W

 

SOS: Help for the Help Desk

 

H

F

     

More than a Database: Customer Relationship Management 101

   

F

     

Patients Plus: Delivering Customer Service for Better Patient Satisfaction

 

H

F

M

W2

 

At Your Service: Delivering a Five-Star Customer Experience

   

F

M

   

In the Bag: Delivering Exceptional Retail Customer Service

   

F

M

   

Citizen Service: Customer Service and Communication Skills for Government Employees

 

H

F

     

Delivering Exceptional Client Service: How to Build Lasting Partnerships

   

F

     

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

   

F

 

W2

 

Leading Service: Setting the Stage for Great Customer Interactions

   

F

M

   

SHORT PROGRAM DESCRIPTIONS

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

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

This seminar is designed for groups needing a service refresher and those who have been a service role for a while but have received little formal training.  The workshop covers the fundamental skills needed to provide service in person and over the phone. We cover 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.
 
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 groups who wish to identify and adopt service standards. 
 

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

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.
 

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.
 

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

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.
 

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

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.  
 

S.O.S.: Help for the Help Desk

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.
 

More Than a Database: Customer Relationship Management 101

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.
 

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

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.
 

Patients Plus: Delivering Customer Service for Better Patient Satisfaction

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.
 

At Your Service: Creating and Delivering a Five-Star Customer Experience

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.
 

In the Bag: Exceptional Retail Customer Service

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.
 

Citizen Service: Customer Service and Communication Skills for Government Employees

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.
 

 Delivering Exceptional Client Service: How to Build Lasting Partnerships

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: Managing, Motivating, and Getting the Best Out of Front-Line Employee

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.
 

Leading Service: Setting the Stage for Great Customer Interactions

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 service excellence?
  • Where can I find a customer service expert?
  • I need customized customer service training.  Who can help?
  • What is typically included in a seminar about customer service?

CUSTOMER SERVICE TRAINING
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