Call now: 1-888-632-2093

ACADEMY OF BUSINESS TRAINING

Scheduled Webinars

​Monday, May 25, 2015
Monday, June, 29, 2015
Monday, July 27, 2015
Tuesday, August 4, 2015
Tuesday, September 29, 2015
Tuesday, October 20, 2015

Public Class and Webinar Schedules


Public Class Schedule

​Monday, May 25, 2015
Monday, June, 29, 2015
Monday, July 27, 2015
Tuesday, August 4, 2015
Tuesday, September 29, 2015
Tuesday, October 20, 2015

Class Outline


Introduction: Getting Started
Workshop Objectives

Module One: Who We Are and What

     We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Module Two: Establishing Your Attitude
Be In the Know
Behavior that Turns-Off Customers
What Can You Do Right Away To Improve

     Customer Service?
Applying What You Have Learned
Module Three: Communication Skills
Excellent Service through Effective

     Communication
Listening Skills
Verbal Communication Skills
Non-verbal Communication Skills

Module Four: Identifying and

     Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Measuring Your Customer Efforts

Module Five: Generating Return

     Business
Following Up
Addressing Complaints
Recovering from a Service Breakdown
Establishing Customer Trust

Module Six: In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages

      of In-Person Customer Service
Module Seven: Giving Customer Service

     over the Phone
The Advantages and Disadvantages of

     Telephone Communication
Telephone Etiquette
Tips and Tricks
Module Eight: Providing Electronic

     Customer Service
The Advantages and Disadvantages of

     Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult

     Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions

Module Ten: Understanding When to

     Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Closing: Wrapping Up

Customer Service Training Class


Each Student Receives:


  • A student manual or textbook for use during and after the class.
  • Instruction from an experienced business professional (minimum of 3 years) with at least five years in a corporate senior management position (CEO, President, COO, Vice President, CFO).
  • Real life exercises to support training materials.
  • Individual attention (classes are limited to four students).
  • Personalized Certificate of Completion

Registration

 

Registering another Person

 

If you want to register for another person, click on the registration link and enter your information in the Billing Information section, uncheck the Student Information same as Billing Information box at the bottom of the form, then enter your student information.  If you experience any difficulty with online checkout, please call customer service 24/7 at 888-632-2093.


Registering by Purchase Order

 

If you need to register using a purchase order, email a copy to info@academyofbusinesstraining.com (be sure to list class name, class date, student name, student address, student phone number, and student email address).


To Register by Phone


To pay by credit or debit card using customer service 24/7 call 888-632-2093.

Class Description


It is safe to say, most businesses you deal with fail to deliver superior customer service. No one was born knowing this skill...it is a learned trait.  

How can you expect to deliver the kind of customer service that wows your customers if you do not train to do so?  Poor or no customer service training can have a devastating impact on the bottom line. It costs you six times more to attract a new customer than it does to keep an existing one.  A typical dissatisfied customer will tell eight to ten people about their problem.  Seven of ten customers will do business with you again…if you resolve the complaint in their favor.  If you resolve a complaint on the spot, 95% of customers will do business again.  Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual. 

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company serving the people who buy your products. Perhaps you're an accountant serving the employees by producing their pay checks and keeping the company running. Maybe you're a company owner serving your staff and your customers.

The Customer Service class will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skill set including in person and over the phone techniques, dealing with difficult customers, and generating return business.


Related courses: Customer Service for Health Care Professionals

Improve your Customer Service Skills Now


  • Learn industry recommended customer service procedures and best practices.
  • Learn from a professional with 30+ years customer service experience.
  • Cost: One Day class $649.00 Available Discounts
  • Class schedules are located at the bottom of this page.
  • Click the appropriate button below to Register Now

What Students Are Saying...


Lots of information on the little things you overlook when talking to customers.

J.C.

Cincinnati, OH


Most in-depth training I have received.
S.R.
Cincinnati, OH


Very educational and eye opening. I learned in-depth things I thought were not serious.

J. L.

Cincinnati, OH