customer service skills training workshop
is a dynamic, hands-on, and practical workshop that will help your organization impact the bottom line with improved customer service skills.
The customer service skills training workshop is designed to help employees understand the basic people skills necessary to create a positive customer experience.
The customer service skills training workshop will also help employees understand the impact of exceptional customer service on the bottom line. The customer service skills training workshop is an interactive and practical workshop that will help your organization improve its customer service skills.
Do You Have Customer Service Issues?
Customer complaints are increasing
Customer service attitude has become more negative than positive
Small issues are needlessly becoming big problems
Basic etiquette such as being polite or smiling has gone by the wayside
Businesses are losing customer loyalty and repeat business
Individuals don’t understand the impact of customer service on the organization
Understand the impact of customer service on the organization and the bottom line
Improve communication skills for increased understanding
Identify strategies to manage challenging situations
Define communication Etiquette: email, phone, and face to face
Work with the customer to solve problems
Go beyond just “satisfied” customers
Customer Service Skills Training Outline
Customer Service Impact:
repeat, referral, and retention
adjusting communication to fit the style of the customer
strategies to engage the customer, ways to say thank you, go beyond being polite and exciting!
Developing and delivering a positive, service attitude
Email and Phone Etiquette
Basic problem-solving skills
Strategies to manage challenging customers and emotions
Creating the WOW:
Moving from satisfying customer expectations to exceeding customer expectations
Creating a customer-focused culture:
every interaction is an opportunity!
Practicing the skills
CustomerSMART is fully customizable to your company culture and is available in the following formats:
Conference Breakout Session Or Lunch Program
Half-Day Training Workshop
Full-Day Training Workshop
Live Virtual Instructor-led Classroom Training
All employees who have direct interaction with customers:
Customer service representatives
Billing and collection specialists
Customer Service Essentials Workshop
30-minute pre-session 2 to 4 (90) minutes sessions
By the time a consumer reaches a live customer service rep, their patience has often been tested. Between longer wait times because of COVID or the requirement to talk to a computer before gaining access to a live customer service rep, consumers often greet customer service reps with a less than delightful attitude. In this session, we’ll focus on the customer service skills that you need to succeed in this ever-evolving consumer environment.
Ready to discuss your customer service skills training needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no-obligation consultation. We look forward to hearing from you. Call us at
800-807-8030 ext. 1
or fill out the form.
Our course catalog offers you an easy way to link your organization's needs and goals to TrainSMART performance solutions workshops. All of our workshops are tailored, flexible, interactive and engaging. We use the outlines in this catalog as a starting point to identify the topics and delivery methods that will create the most successful outcomes. Our delivery methods for these workshops include instructor-led classroom, ILT webinars, virtual learning, eLearning, and structured on-the-job training.