ACADEMY OF BUSINESS TRAINING

Call now: 1-888-632-2093

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Customer Service Training 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

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.
  • Four ways to learn: public class, webinar, self-study, or group training.
  • Classes limited to four students for maximum learning.
  • Certificate issued on completion
  • Cost: One Day class $649.00.  Available Discounts
  • Class schedules are located at the bottom of this page.

Customer Service Training 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. 

This course is offered for each level of customer service:

  • For policy makers, we examine how company policies can impact customer service. In the vast majority of cases, company policies are responsible for customer dissatisfaction. Policies that are made for what is most convenient and/or profitable for the company, with little consideration on how they impact the customer relationship, can have a devastating impact on customer retention resulting in declining sales. Poor customer service policies will also impact employee retention. Employees consistently forced to deal with irate customers will soon seek employment elsewhere.

  • For managers, we discuss how to manage the customer service program with emphasis on building a motivated customer service team.
  • For the customer service representative, this one day class examines who we are and what we do as a health care provider. We analyze our attitude and communications skills, and take a hard look at what our customers need. We learn customer service skills whether delivered in person, over the phone, or electronically. Finally, we learn how to handle complaints and difficult customers.business.


Related courses: Customer Service for Health Care Professionals

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.

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

Customer Service Training Class

Customer Service Training 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 Public Class and Webinar Schedules

​Monday,  August 29, 2016

Tuesday, September 6, 2016
Monday, September 19, 2016
Monday, October 10, 2016
Monday, October 24, 2016
Monday, November 14, 2016
Monday, November 21, 2016
Monday, December 12, 2016
Monday, December 19, 2016