Module One: Who We Are and What
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
Applying What You Have Learned
Module Three: Communication Skills
Excellent Service through Effective
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
Recovering from a Service Breakdown
Establishing Customer Trust
Module Seven: Giving Customer Service
over the Phone
The Advantages and Disadvantages of
Speaking Clearly - Tone of Voice
Tips and Tricks
Module Nine: Recovering Difficult
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Module Ten: Understanding When to
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Monday and Tuesday, April 15 - 16, 2019
Monday and Tuesday, May 6 - 7, 2019 Full
Monday and Tuesday, June 3 - 4, 2019
Monday and Tuesday, July 1 - 2, 2019
Monday and Tuesday, August 5 - 6, 2019
Monday and Tuesday, September 9 - 10, 2019
Monday and Tuesday, October 7 - 8, 2019
Monday and Tuesday, November 4 - 5, 2019
Monday and Tuesday, December 2 - 3, 2019
Scheduled dates don’t work for you? Schedule your own start date (subject to availability) for only a 20% premium! Contact customer service to check date availability at email@example.com.
Click to view DD Form 214
Call us 24/7 888-632-2093
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.
If you need to register using a purchase order, email a copy to firstname.lastname@example.org (be sure to list class name, class date, student name, student address, student phone number, and student email address).
To pay by credit or debit card using customer service 24/7 call 888-632-2093.
In this Call Center Customer Service Training course, working professionals will learn the importance of one of the most straightforward, least complicated, yet often overlooked aspects of using the telephone to provide a service to customers…customer satisfaction. Your attitudes and manners are as necessary to the customer as the service processes.
From the customer’s perspective, phone service over the phone is as much a consumer-focused service as other service industries. Working professionals will learn how to optimize customers’ experiences just as business operators in retail stores and banks, colleges, and universities, and the travel industry do for their customers.
It is safe to say, most call centers 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 provide the kind of customer service that wows your customers if you do not train to do so?
This course offered for each level of customer service:
Related courses: Customer Service