Customer Service Virtual Courses Directory

Consistently great service rarely occurs by accident. Instead, top customer service providers are strategic about their decisions, and they train their staffs to deliver on a vision.

To that end, our virtual classroom courses address a range of customer service skills.

Following best principles in adult learning, these programs last between 90 minutes and two hours, they’re interactive, and they don’t rely on lectures.

As with our onsite training programs, our virtual classroom courses are designed for private groups and are run at a time convenient to us and you.

To explore our existing library, read the short descriptions below or click on the course links to read individual program overviews.

To review course overviews for our existing web-based programs, read the short descriptions found on this page, or click on the program links to see the full course overviews.

Format Key

  • V – Virtual Classroom Training Course
  • VM – Multi-Session Virtual Classroom Training Course

SHORT PROGRAM DESCRIPTIONS

Service Basics: Communication Skills for Better Customer Interactions

Whether interacting in person, over the phone, or via email, customers deserve professionalism. This web-based course covers best practices for communicating through all three channels. During the program, participants will define what great service looks and sounds like, examine the basics of good in-person interactions, discuss the challenges of phone-only communication, and explore tips and tricks for sending customer-centric email.

Chat Fundamentals: Best Practices for Connecting Through the Keyboard

Learn the essential skills chat agents must practice in order to give great service online. The program covers chat goals, service language, chat errors, and other basics anyone responsible for real-time communication needs to know. The course offers multiple practice opportunities, and we can incorporate your scenarios into the curriculum upon request.

Good Answer: Tactics for Giving Great Service over the Telephone

Service over the phone differs from in-person interactions. Without the advantage of face-to-face communication, providers often find they have a more difficult time building rapport, reading customers, and answering their needs. This course focuses on skills for overcoming the obstacles the phone presents and techniques for giving great service without visual cues.

Taming the Tank: Skills for Handling Tough Customers and Difficult Interactions

Difficult service interactions are situations few providers look forward to handling but something all people with customers need to understand. This web-based training course addresses the basics of de-escalation and proven techniques for calming upset people. While the program introduces several types of difficult people, throughout the session participants have the opportunity to ask for help in responding to their day-to-day encounters.

Virtual Training Workshops