Virtual Customer Service Training

Course Highlights

This online instructor-led customer service course will:

• Help participants identify service targets.
• Discuss the look and sound of the targets.
• Introduce several frameworks for understanding and managing customer expectations.
• Provide an overview of communication preferences.
• Suggest best practices for de-escalating tense situations.
• Offer best practices for delivering great service in person, over the phone, and via email.

Course Overview

This instructor-led program is designed to help service providers consistently meet modern customer expectations and deliver exceptional service across all channels—whether in person, over the phone, or through email. Over three interactive segments, participants will gain a solid understanding of service excellence, sharpen their communication skills, and learn how to handle challenging customer interactions with ease.

In the first segment, participants will explore why service excellence is crucial for any organization and discover common reasons businesses fall short of meeting evolving customer needs. They’ll learn to identify upstream and downstream customers, understand the key elements of outstanding service, and define the target customer experiences that create lasting impressions. This segment also covers the dimensions of service excellence and how to measure success in customer interactions.

The second segment focuses on communication. Participants will dive into active listening, adapting to different communication styles, and using customer-focused language. They’ll also practice reading and responding to nonverbal cues, along with handling difficult situations with tact. This part of the course covers de-escalation techniques, helping participants stay calm and professional, even when dealing with tough customers.

In the final segment, the focus shifts to service delivery over the phone and via email. Participants will refine their telephone etiquette, learn how to write clear, professional emails, and explore ways to gather customer feedback for continuous improvement. The session includes real-world case studies and offers techniques for managing service-related stress, ensuring participants can maintain high standards even under pressure.

Segment One Objectives

At this session’s conclusion, participants should be able to:

• Describe the reasons why service excellence is an important goal.
• Explain why many organizations fail to meet the modern customer’s needs.
• Identify upstream and downstream customers.
• Explain the nine dimensions of exceptional service.
• Identify target customers, target memories, and the value the organization offers.

Segment One Modules

• Defining Excellence: Articulating the Experience
• Brand Success: Choices and Chances
• The Modern Customer: What Customers Want
• Nine Service Dimensions: How You’re Measured

Segment Two Objectives

At this session’s conclusion, participants should be able to:

• Explain listening’s importance to service excellence and the various levels of listening.
• Choose service-focused words.
• Use service-oriented body language.
• Adapt to different communication styles.
• Practice de-escalation.

Segment Two Modules

• Listening: Showing You Understand
• Speaking: Customer-Centric Language
• Nonverbal Communication: Hearing What’s Not Said
• Communication Styles: Four Common Preferences
• Difficult Customers: Handling Challenging Situations

Segment Three Objectives

At this session’s conclusion, participants should be able to:

• Follow best practices for using the telephone to provide excellent service.
• Demonstrate good email etiquette.
• Seek feedback and create systems and targets.
• Apply knowledge to case studies and real-world service interactions.
• Manage service stress.

Segment Three Modules

• Dial Mastery: Great Phone Calls
• Put It in Writing: Email and Service
• Constant Improvements: Seeking Feedback and Creating Systems
• Case Studies: Show What You Know
• Manage Stress: Holding Together When Things Are Falling Apart

Target Audience

This virtual training program is designed for:

• New service providers who need foundational training in customer service skills.
• Service teams that have not received recent training and want to refresh their skills.
• Companies that want to establish a baseline for service excellence.

Suggested Format

• Three-Segment Virtual Classroom Course

Questions This Page Answers About Customer Service Training for Providers

• Who offers instructor-led customer service training in an online format?
• Where can I find service excellence training for my team?
• My team is not located together, and they need training. Who can help?