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Web-Based Customer Service Training Programs

2023 Virtual Classroom Courses

Instructor-Led and Interactive

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About The Virtual Classroom How does web-based training work?

The Full List See all virtual classroom courses.

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Online Instructor-Led Customer Service Courses

Virtual Classroom Training . Distance Learning Workshops

Why Customer Service Training Matters

Consistently great service rarely occurs by accident. Instead, top customer service providers are strategic about their decisions, and they train their employees to deliver on a vision. Our virtual classroom courses address a range of customer service skills and can serve as a first step in moving toward outstanding service design and delivery.

About the Online Instructor-Led Course Format

The virtual classroom format offers flexibility. If your team members are dispersed, they can join an online workshop from their computers or tablets. If they’re together, we can meet you virtually in a conference room. Every situation is a little different, and we will work with you to select a delivery configuration that makes sense for your group.

Other Formats

In addition to distance learning options, we offer self-paced training and onsite customer service programs.

Workshop Length

Our virtual classroom courses are designed in segments that last no more than two hours. The longer courses consist of several segments, and we can deliver them on the same or different days depending on your need. The links below will take you to the individual course descriptions. Questions? Just drop us a line or give us a call.

Customer Service Excellence

Excellence in Customer Service: Meeting the Needs of the Modern Customer

Format: Multi-Session Virtual Classroom Course

For organizations that want to level set and those who have not taken training in some time, this three-part course is a great customer service training option. The program explains what excellence in service means and offers guidance for achieving it regardless of industry. During the workshop participants will discover what the modern customer wants and they will practice tools and techniques for meeting those expectations.

Customer Service Strategy

Deliberate Service: Building a Customer-Centric Culture One Step at a Time

Format: Multi-Session Virtual Classroom Course

Without a service strategy, the customer experience can be hit or miss. This three-part workshop introduces services strategy and provides tools for making decisions. The course is ideally suited for teams that want to be more deliberate about customer service and use interactions as a strategic advantage.

Customer Interactions

Service Basics: Communication Skills for Better Customer Interactions

Format: Virtual Classroom Course

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.

Comprehensive Telephone Skills

By the Book: Troubleshooting, Solving Problems, and De-escalating over the Phone

Format: Multi-Session Virtual Classroom Course

Learn how to successfully navigate customer service over the telephone during this comprehensive telephone customer service training course. Taught in three two-hour segments, this interactive online workshop covers everything from setting the tone to troubleshooting and de-escalating tough situations.

Telephone Customer Service

Good Answer: Tactics for Giving Great Service over the Telephone

Format: Virtual Classroom Course

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.

Front Desk Skills

Front Desk Fundamentals: Professionalism and Productivity for Receptionists, Security Guards, and Other Workplace Gatekeepers

Format: Multi-Session Virtual Classroom Course

The people at the front desk can make or break the organization's image in the eyes of visitors, vendors, employees, and others who visit or call. This instructor-led training course is designed specifically for people who occupy the gatekeeper's chair. Taught in two segments, the program offers practical tips and tricks for providing good service while staying safe.

Help-Desk Interactions

That’s the Ticket: Communication Skills for Help Desk Service Providers

Format: Virtual Classroom Course

Learn the skills needed to successfully interact with people who contact the help desk during this interactive virtual-classroom course. The program uses cased-based learning to teach communication and customer service concepts and skills.

Service Skills for Call Center Agents

The Call Center Connection: Tactics for Building Relationships and Delivering Great Service

Format: Multi-Session Virtual Classroom Course

Learn the skills needed to succeed as a call center agent during this interactive workshop. Taught in three two-hour segments, the program is hands-on, tailored, and a great choice for teams that want to step up their game, learn new skills, and practice real-world scenarios during class.

Chat Skills

Chat Fundamentals: Best Practices for Connecting Through the Keyboard

Format: Virtual Classroom Course

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.

Client Relationship Management

Below-the-Surface Service: Tactics for Deepening Customer and Client Relationships

Format: Virtual Classroom Course

Invest two hours and learn how to improve your team's client-management skills during this virtual training program. This training course is designed for people in customer relationship roles who understand the basics and want to sharpen their ability to run productive meetings in person and virtually, review existing services, uncover new needs, and follow up.

Repeat Interactions

Fresh, Friendly, and Focused Removing the Robotic Sound from Repeat Interactions

Format: Virtual Classroom Course

Ring, talk, listen, repeat. Ring talk, listen, repeat. Ring, talk, listen, repeat. Service calls can be tough when there's a lot of repetition and not because the content is difficult. In fact, the content is usually easy. It's staying fresh and focused - that's the hard part. This short course focuses on best practices for avoiding call burnout and making the five hundredth call sound like the first.

Handling Challenging Customers

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

Format: Virtual Classroom Course

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.

Empathetic Communication Skills

Empathetic Communication: Skills for Building Connections with Coworkers and Customers

Format: Virtual Classroom Course

People with an ability to show empathy to their customers and coworkers have an advantage when it comes to building strong relationships at work. Their skills help them to make connections, reduce misunderstandings, and show other people they understand and value their thoughts, feelings, and concerns. This two-hour instructor-led program introduces practical tools almost anyone can learn to apply to their workplace interactions. It's a hands-on, interactive course with concrete ideas participants can apply immediately after training.

Government Customer Service

Great Government!: Serving Customers in the Public Sector

Format: Multi-Session Virtual Classroom Course

In the public sector, often there is no option other than to visit a particular department or agency. For that reason, people providing service on behalf of the government must provide good service. After all, they are often the only game in town. This three-segment virtual course is available as full-day virtual workshop, or we can deliver it across several days.

858 Healthcare Customer Service Training

Healthcare Customer Service Skills

A Matter of Patients: Communication Skills for Better Customer Interaction in Healthcare

Format: Multi-Session Virtual Classroom Course

Learn how to improve the patient experience during this online customer service course targeted toward healthcare workers. Taught online in two two-hour segments, the course is interactive, hands on, and filled with practical information participants can immediately put in place after class.

Emotional Intelligence in Healthcare

Heart Smart: The EQ Advantage in Healthcare

Format: Virtual Classroom Course

This interactive web-based training course addresses service challenges that are specific to healthcare environments and the responses that can make those interactions easier. Participants will learn the value of developing emotional intelligence and some basic tools for doing so.

Visitor and Guest Relations

The Guided Experience: Skills for Welcoming and Engaging Visitors

Format: Virtual Classroom Course

Help your team step up their guest relations skills with this online guest relation skills course. Learn how to effectively welcome visitors and make each and every guest feel important. This program is ideally suited for visitor centers, museums, libraries, and other attractions guests frequent.

Communication Skills Training for Contractors

Communication Skills Training for Embedded Consultants and Contractors

The Inside Outsider: Essential Communication Skills for Succeeding as an Embedded Contractor or Consultant

Format: Virtual Classroom Course

This communication skills course is designed specifically for contractors and consultants who are embedded at their client's site. The program will help participants build strong and productive relationships with their clients while at the same time remaining professional and a strong service provider. Topics include essential guidelines for achieving strong outcomes, deliberate communication, communication targets, methods for meeting client expectations, skills for building an inclusive team, and more.

“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”

Training Participant, Data Driven Storytelling (Virtual)

“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”

Leo S., Training and Development, HHS

“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”

Brad B., IT Manager, Major US Bank’s IT Service Desk Manager

“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”

Training Participant, ICBA

“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”

Training Participant, National Academies of Science, Engineering, and Medicine

“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”

Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.

“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”

Simon B., R.E. Carroll Inc.

“This course provided everything you would need to hold a successful chat.”

Chat Webinar Participant, Port Authority of Allegheny County

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About The Virtual Classroom How does web-based training work?

The Full List See all virtual classroom courses.

Start a Conversation Contact us to connect.

Online Instructor-Led Customer Service Courses

Virtual Classroom Training . Distance Learning Workshops

Why Customer Service Training Matters

About the Online Instructor-Led Course Format

Other Formats

Workshop Length

Excellence in Customer Service: Meeting the Needs of the Modern Customer

Deliberate Service: Building a Customer-Centric Culture One Step at a Time

Service Basics: Communication Skills for Better Customer Interactions

By the Book: Troubleshooting, Solving Problems, and De-escalating over the Phone

Good Answer: Tactics for Giving Great Service over the Telephone

Front Desk Fundamentals: Professionalism and Productivity for Receptionists, Security Guards, and Other Workplace Gatekeepers

That’s the Ticket: Communication Skills for Help Desk Service Providers

The Call Center Connection: Tactics for Building Relationships and Delivering Great Service

Chat Fundamentals: Best Practices for Connecting Through the Keyboard

Below-the-Surface Service: Tactics for Deepening Customer and Client Relationships

Fresh, Friendly, and Focused Removing the Robotic Sound from Repeat Interactions

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

Empathetic Communication: Skills for Building Connections with Coworkers and Customers

Great Government!: Serving Customers in the Public Sector

A Matter of Patients: Communication Skills for Better Customer Interaction in Healthcare

Heart Smart: The EQ Advantage in Healthcare

The Guided Experience: Skills for Welcoming and Engaging Visitors

The Inside Outsider: Essential Communication Skills for Succeeding as an Embedded Contractor or Consultant

CUSTOMER SERVICE WEB-BASED TRAINING COURSES . WEBINARS . PROGRAMS . ONLINE WORKSHOPS

CUSTOMER SERVICE WEB-BASED TRAINING
COURSES . WEBINARS . PROGRAMS . ONLINE WORKSHOPS