How do I take this course?

Customer Service Refresher Training

customer service seminar

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

Course Outcomes

This customer service refresher course will:

  • Remind people about what they have forgotten they know about great service.
  • Energize teams about serving others.
  • Reinforce the value of delivering superior service.

Available Format

  • Half-Day Course

Course Overview

How can you reach your destination if you don't know where you are going? What if your team has lost its way?

No group offering customer service should be without a plan, and every plan should be reviewed from time to time.

This program focuses on service standards and providing tactics for maintaining them.

Program Objectives

At this program's conclusion, participants should be able to:

  • Articulate what their organization expects from customer-service providers.
  • Understand how an individual's behavior impacts the behavior of others.
  • Develop more confidence and skill as a problem solver.
  • Communicate more assertively and effectively.
  • Make customer service a team effort.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Workshop Outline

Knowing Who They Are and What They Want: Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external. This introductory discussion looks at both to determine their similarities and differences.
An Image of Service: Presenting Yourself Properly
Using individual testing, participants will take a look at the impression they give customers and consider ways they can improve.
You Can't Succeed If You Have No Standards: What We Expect
Participants will participate in a brief discussion about standards after which they will develop a set of standards for the four key components of customer service.
The Basics of a Complex Tool: Telephone Techniques
This component looks at an ideal telephone call from the greeting to the conclusion. We will also look at common situations such as placing a caller on hold and taking a message. By the conclusion of this section, participants should understand how to deal with difficult callers, talkative callers, and other callers who pose challenges on the phone.
RESPECT and Dealing with Difficult People: Increasing Your Assertiveness
In this part of the program, we will explore an easy four-step formula that will help participants communicate more effectively and assertively. They will define difficult behavior, identify some coping strategies, and discuss the sort of person they find most trying.
Solutions, Solutions: The Problem-Solving Process
In this component, we will look at a six-step plan for solving problems. Then, participants will apply the plan to a case study and discuss a plan designed specifically for solving customer-service problems.
Oops! I Did It Again: The Recovery Process
In this unit, participants will learn a six-step process they can use to turn customers around and five things that the company as a whole can do to improve customer service.
Keeping Your Head above Water: Dealing with Stress
In this final discussion, we will review easy ways to reduce stress in any place, at any time.

At the end of this program, participants should understand what is expected of them and how to deliver great service.

Questions This Page Answers About Refresher Training in Customer Service

  • Where can I find a course to energize my customer service staff?
  • Who offers customer service training for people with experience?
  • I want to offer a program for customer service training week, who has a fun class?