Customer Service Training Courses and Workshops
The Benefits of Learning How to Give Great Customer Sevice
Knowing how to give exceptional customer service is one of the keys to growing and sustaining a business.
Our customer service training programs, workshops, and seminars can do everything from helping your organization establish a service strategy and behavioral standards to teaching your receptionists and other front-line employees how to effectively answer the phone.
No matter the size of a team, to deliver a first-rate customer experience, everyone must be on the same page. Without some form of training, rarely does that happen.
About Our Customer Service Training Programs
Business Training Works’ customer service courses are practical, hands-on programs designed to improve people’s ability to interact with customers, clients, patients, and coworkers.
From determining a service brand and deciding a strategy to mastering the art of email messaging, we offer programs for anyone who has customers. Our specialized workshops address such industries as healthcare, hospitality, and retail and such roles as front-desk receptionist, chat agent, help-desk technician, call-center team member, and environmental-services worker.
Our Workshop Facilitators
Our course facilitators are seasoned professionals 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 such industries as healthcare, hospitality, automotive services, retail, insurance, banking, oil and gas, and pharmaceuticals.
Our Approach to Training
While we’re up to date on what’s happening in customers service and customer-experience consulting, our training courses favor practical tools over theoretical models.
Participants who take part in our workshops can expect to get on their feet, practice, discuss, and take part in a range of hands-on, interactive exercises.
Customer Service Course Overviews
Our training library is robust. We’ve developed over 20 courses to address a range of industries and skills. You can explore our existing programs by reading the short workshop descriptions found on this page. Alternatively, click on the course links to read the full program overviews.
Our seminars can be facilitated as described in the program outlines, or we can work with you to tailor them to address goals and objectives specific to your group.
Please contact us so we can learn more about your organization and your customer service goals and objectives.
We look forward to hearing from you.
- H – Half-Day Onsite Training Course
- F – Full-Day Onsite Training Course
- M – Multi-Day Onsite Training Course
This is our flagship customer service 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.
This telephone customer service course is designed for professionals who rely on the phone as the primary tool for interacting with and servicing customers. This workshop reviews the basics of setting a positive tone when answering the phone, professionally transferring callers, putting callers on hold, dealing with difficult situations and more. If members of your team rely on the telephone to communicate with customers, this phone customer service course can take their skills to the next level.
Would better communication skills improve the service your staff provides to customers? If you answered “yes,” this program can help. The course covers 20 skills for improving customer interactions. It is ideally suited for groups who want to improve their team’s consistency.
A well-written email can build the relationship between customers and the people who serve them. Conversely, texts that are typed with little thought can alienate the very people organizations want to attract. This specialized workshop combines customer service and email etiquette. The program addresses the importance of identifying a voice and articulating desired feelings an organization wants its customers to have about it. The course also provides participants with a framework for creating customer-centric email and a list of positive words and phrases they can use to craft correspondence.
Anyone who has worked in customer service for longer than an hour knows that the job can be tough. Not all customers or situations are created equal. Whether customers are demanding, needy, critical, or confused, they are still customers.This interactive workshop focuses specifically on the skills needed to survive challenging customers and challenging situations.
Reboot, renew, and re-energize your service team with this onsite customer service refresher course. This program is designed for people who’ve been on the job for some time. During the workshop, we’ll evaluate current service levels, discuss how customers form opinions, review the importance of consistency, explore basic service etiquette, examine service recovery, and determine what to do when the answer is “no.”
Receptionists and other front-desk staff are the faces of an organization. How these people treat visitors, guests, and clients says a lot about the companies they represent. This course zeros in on the skills professionals at the front desk need to successfully man their posts and leave each person with whom they come in contact with a positive impression of themselves and their organizations. The program covers appearance, telephone skills, tactics for managing in-person visitors, and safety and security concerns.
Soft skills are sometimes the hard part of working at a help desk. Not only must agents be technically astute, they must know how to manage people who are frustrated, confused, or even downright hostile. This workshop covers the basic communication skills all help-desk agents should know how to use. The program explores rapport-building techniques, listening skills, positive words and phrases, written communication, and ideas for managing touch situations.
You can’t be all things to all people, but you should aim to be the absolute best you can be to your target market. Sounds logical enough, but this is impossible or close to it if you haven’t taken the time to define what excellent means. This client-management course is designed for people serving external clients, internal customers, or a combination of both. During this workshop, participants will define their service brand, articulate its values, and identify day-to-day behaviors that demonstrate “excellence.” The group will also discuss segmenting and the importance of tailoring service experiences to different groups. The course concludes with a discussion around customer-centric language and managing difficult situations.
This 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 to reinforce learning points throughout the program. The course is appropriate for organizations already using chat and for those considering the tool.
Fans play a large role in the success and popularity of any team, and how players and other representatives treat them can make or break a fan’s experience. This fan-relations course is designed for athletes and others who interact with a team’s fans. The program explores the concept of brand equity and how one-on-one interactions can add to or detract from a brand’s value. The workshop also explores best practices for handling all types of people, managing tough situations, and staying camera ready.
Call-center agents have one of the toughest service jobs around. They move from one call to the next with little time in between to reset and refresh. Top agents know how to navigate a busy environment with ease and finesse. This course covers the ins and outs of call-center customer service. During this workshop, participants will review communication and phone etiquette; explore best practices for placing callers on hold, transferring calls, and documenting conversations; practice listening skills, questioning methods, and techniques for communicating empathy; create solutions to challenging calls; and identify opportunities to learn from past performance.
Smarter Service: Leveraging Critical Thinking, Creativity, and Problem Solving for a Better Customer Experience
“We offered yet another service our customers didn’t want.” “We treat all of our customer groups the same, is it any wonder our VIP program can’t get off the ground?” “Our people must be seeing the world through some strange filter because they make decisions that seem better suited for an alternate universe. They’re smart too. I don’t get it.” If any of that sounds familiar, this course can help. The program is designed to help anyone who affects the customer service experience to improve their critical thinking, problem solving, and creativity. This workshop focuses on defining problems correctly, recognizing biases, stating assumptions, applying a range of ideation techniques, and appreciating the differences in ways people think.
When providing customer service in the public sector, 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 customer service in the public sector and communication for government employees who interact with the public, internal customers, and elected officials.
In the age of internet shopping, brick-and-mortar stores must do more to compete. This customer service course focuses on the challenges specific to retailers. During this program, participants will explore the processes and people skills associated with delivering exceptional service to shoppers. Upon request, we can combine this workshop with secret-shopper services.
Whether you run a resort, hotel, motel, restaurant, park, museum, or tourist attraction, providing five-star service is an essential element in the formula for growing your business. This guest services and hospitality workshop explores the elements of great service and outlines the importance of appearance, actions, and attitude and how they impact the guest’s experience. The course also explores tactics for handling service breakdowns, little extras that can enhance the guest’s stay, and service-related stress and how to manage it.
Healthcare isn’t retail, and great service at the mall is not the same as great service at the medical center. Patients and their families have a different set of concerns and expectations when it comes to their health and their healthcare providers. This course examines the people skills anyone in the medical field must master in order to earn a top patient-satisfaction score. During this workshop, participants will learn the value of patience, the importance of being present, skills for being polite and respectful, the value of being proactive, techniques for professionally addressing upset patients and their families, and tips fo staying positive no matter what the situation.
You've Got It Maid: Customer Service, Communication Skills, and Team Building for Housekeeping Professionals
“The nurse didn’t have much time to talk with my mother, but the housekeeper really went out of her way.” “I was so surprised to see a bear made out of a towel when I came back to my room. What a surprise!” Housekeepers can be part of the “secret sauce” that makes a hospital, hotel, or other facility first rate. This course covers the people skills and teamwork that can make the difference.
Poorly written repair orders waste time, cost money, and negatively impact customer satisfaction levels. This specialized workshop addresses that problem. Designed for fixed-operations employees working in the automotive industry, this hands-on and practical course teaches the skills needed to elicit information from customers and clearly and comprehensively document those concerns in such a way that a technician can reproduce a problem and fix it right the first time.
In most businesses, great customer service requires not only strong people but strong systems as well. This workshop focuses on customer relationship management as a tool for building trust and connections with customers. The program covers such topics as choosing a relationship management vision, setting relationship goals, planning interactions, choosing communication channels, identifying appropriate language, selecting software, and identifying measurements.
This customer service course targets groups who must request, collect, and manage customer feedback as part of their workplace responsibilities. The program covers such issues as choosing what to measure, soliciting opinions, tracking results, responding to feedback, and comparing changes over time. If they already use customer feedback tools in their work, participants are encouraged to bring copies of their current customer surveys to the session.
Without strong leadership, you can’t build and sustain a superior service culture. This program examines processes that must exist to establish a customer-centric culture. The course looks at mission, vision, and values; best practices in hiring, training, empowerment, and employee engagement; the value of storytelling; management’s role in the service ecosystem; and how transparency correlates directly with trust.
Superior service doesn’t happen by accident. It’s thought out, planned, hired for, and regularly trained. This workshop is designed for organizations that want to create a branded service experience for their customers. The program walks participants through several processes: identifying/confirming desired customer groups, planning the customer journey for different market segments, choosing processes and language that reflect the desired brand, hiring for success, and training employees. This workshop lasts a minimum of two days. Often it runs over the course of several months.
Coaching for Customer Service: Managing, Motivating, and Getting the Best Out of Front-line Employees
Great service doesn’t happen on its own, and it doesn’t happen consistently if there is no one leading the way. This course is designed for customer service managers, supervisors, and team leaders. The workshop covers the steps strong managers take daily, weekly, monthly, and annually. It also provides opportunities to practice the soft skills associated with those tasks. In addition to those topics, the program also includes a substantial discussion around employee motivation, tactics for building strong teams, and low-cost and no-cost ideas for rewarding good performance and making the workplace fun.
Onsite Training Course Reminders
Our instructor-led training courses are available to private groups. These workshops are not offered in a public seminar format. Please contact us to speak with a facilitator about your needs and bringing training to your organization.
We offer training in the District of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.
We also travel to Africa, Australia and New Zealand, Asia, Canada, Central America, Continental Europe, the Middle East, and the United Kingdom.
Please contact us about your location.