Customer Service Training

Customer Service Training Class Overview

This customer service training class teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.

This customer service class by teaching how to determine what customers want, and evaluate the service provided. Students will also learn how to create, implement, and monitor service standards. Course activities also cover conducting interviews, training and empowering employees, and recognizing desirable behavior. Finally students learn how to create a customer service climate and foster customer loyalty.

Customer Service Training Class Goals

• Learn the fundamentals of customer service.
• Learn to develop and maintain a positive attitude.
• Learn to use customer-friendly language.
• Learn to deal effectively with customer complaints and problems.
• Learn to build rapport with customers.
• Learn to interpret non-verbal communication.
• Learn to provide quality customer service over the telephone.
• Learn to communicate effectively through e-mail.
• Learn to determine what customers want.
• Learn to create service standards.
• Learn to implement service standards.
• Learn monitor service standards.
• Learn to understand your customers.
• Learn to train and empower employees.
• Learn to create a customer service climate.
• Learn to foster customer loyalty.

Customer Service Training Class Outline

1. Customer service fundamentals
   1. Customer service and customers
   2. Customer interaction
   3. Customer expectations
2. Customer service skills
   1. Attitude and attention
   2. Quality of service
   3. Problem resolution
3. Customer management
   1. Dissatisfied customers
   2. Angry customers
   3. Upset customers
   4. Stress in service situations
4. Customer communication
   1. Communication fundamentals
   2. Interpersonal communication
   3. Telephone skills
   4. E-mail etiquette
5. Service standards
   1. Fundamentals of service standards
   2. Monitoring service standards
   3. Management and service standards
6. Service teams
   1. Teams as a service solution
   2. Employee selection
   3. Team training and empowerment
   4. Motivation
7. Customer loyalty
   1. Understanding your customers
   2. Customer loyalty development
   3. Employee loyal's influence
   4. Memorable service

Customer Service Training Class Materials

Each student will receive a comprehensive set of materials, including course notes and all the class examples.

Class Technical Requirements

Our computer technical requirements and setup process is easy, with support just a click away:

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