Customer Service Essentials

Course Description Excellent customer service is a key element for business success, especially in today’s fast changing world. This course will provide participants with the knowledge and skills required to ensure that products and services are delivered and maintained to the standards customers have come to expect. This customer service course will also provide participants with customer service skills for dealing with difficult situations while maintaining a strong focus on customer satisfaction and the customer experience. The customer service course will enhance each participant’s ability to handle interactions with customers and ensure that they have the confidence to enable them to implement techniques, deliver satisfaction, and develop customer loyalty.


This course is for anyone who works and communicates with customers; either face-to-face, electronically, or by telephone.



Topics and Course Content

Modern Rules of Customer Service

  • Attracting, Interacting, and Cultivating Customers
  • Exceptional Customer Service and the Bottom Line

Delivering Exceptional Customer Service

  • Positive Customer Experience
  • Calming Difficult Situations and Angry Customers
  • Managing the Attitude Virus

Communication with Customers

  • Practicing Customer Sensitive Language
  • Putting your Best Voice Forward
  • Managing Emotions

The Cycle of Service

  • Improving Service by Understanding the Cycle
  • Demonstrating Respect

Understanding Customer’s Attitudes and Expectations

  • The Irate Customer
  • Managing Customer’s Complaints
  • Becoming a Fantastic Fixer

Resolving Customer Issues

  • Responsibilities
  • Inappropriate Customer Comments
  • Company Polices and Customers

Becoming a Top Performer

  • Everyone is in Sales
  • Responsibility + Accountability = Ownership
  • Learning the Business

The Customer Service Cycle

  • Create the Service Cycle for Your Company
  • Policies, Procedures and Service
  • Learning Goals and Results

At the conclusion of the course the participants will be able to:

  • Understand customers, identify their needs and create positive first impressions
  • Listen actively to understand customer needs
  • Build rapport with clients
  • Implement the necessary steps of the service process
  • Understand the importance of customer service for an organization’s success
  • Analyze who customers are and what they need to deliver excellent service
  • Understand the benefits and opportunities derived from exceeding customer expectations
  • Handle difficult customers in positive and effective manner
  • Understand different customer behaviors and match your service delivery with their expectations
  • Evaluate and report on customer service

Time Investment

This class is 40 hours of classroom time taken in 4-hour sessions over the course of 10 consecutive weeks.
Please Note: Course content and time investment can also be customized to an individual company’s needs.