Delivering outstanding customer service is vital to any organization's long-term survival. Our 1-day customer service training course will provide participants with the tools and skills to provide excellent customer service thereby creating a loyal customer base.
This class is suitable for any person who regularly deals with customers, be it face-to-face, via email or over the phone. Customers can also be defined as internal customers.
The Customer Service course is available online via webinar in addition to in-person and is interactive, fast-paced, fun, and full of tips and techniques you can use immediately.
Looking for an online course?
Onsite Customer Service training available countrywide.
9.00am - 4.00pm
Savvy businesses know that staff who deliver great customer service, resulting in greater sales and customer loyalty, are indispensable. The best customer service reps are highly valued and are often promoted to more senior roles.
The attitude and communication skills participants learn on this class will quickly enhance their reputations and boost their careers.
In this lesson we start off by defining customers (both internal and external). We discuss what customers want and then define what great customer service looks like in today’s world.
Great customer service may look different for a millennial than it does for a baby boomer, so we look at the generational differences of the 4 major generations of today, namely the baby boomers, generation x, the millennials, and generation z.
Repeat business or customer loyalty is the lifeblood of any organization. In this lesson we define a lifetime customer, and what drives a customer to remain loyal. We also consider the cost of losing a customer.
Establishing the right attitude is key to delivering great customer service. In this unit we will explore all the characteristics of a high performing customer service representative.
Learning to communicate well is key to delivering outstanding customer service. In this lesson participants will learn to make a great first and lasting impression, how to build rapport with customers, how to engage in active listening to better understand the customer’s needs, how to read body language to help in reading a situation, the power of asking questions, using language that engages and influences, and finish off with learning 5 key communication principles.
A large proportion customer engagement today takes place via email. This has tremendous advantages and disadvantages. We learn what customers expect using this medium, how to write effective emails and good email etiquette.
A complaint is often a gift for a business. In this lesson we review the ground rules for receiving a complaint, hot buttons and forbidden language.
Dealing with difficult or angry customers can be a challenge. In this lesson you will learn seven diffusing techniques and how to best manage your own emotions. You will learn to disengage, a useful technique when dealing with an aggressive customer, and ways for your customer to save face and avoid an embarrassing situation.
Finding ways to say “yes” and offering your customer choices is a great way to empower the customer. Following up will ensure the customer is fully recovered.
Here we look at the importance of customer feedback and different methods for collecting feedback. Net Promoter Score (NPS) is a great method for measuring customer satisfaction.
The class finishes off with practical tips on what should be done in 10 unique situations such as when a customer asks for a discount, when a customer threatens to defect to the competition, or when a customer expresses displeasure.
Our outlines are a guide to the content covered in a typical class. We may change or alter the course topics to meet the objectives of a particular class.
"It strongly helped me realizing my own mistakes when it comes to customer service. Words, attitudes, gestures that sometimes are not recognized by the representative by phone, in person, or by email. Great class and amazing feedback!"
Yenny Marino | Powder Blue Productions"
I highly appreciate all the information that was communicated to me so I can have a better understanding of where I stand and what can I do to better myself. The instructor was very friendly and she was very understandable. I am going to take this to my COO and let him know that she also comes on-site to train because we need it at our company. Thank you so much!!!"
"Carol was a delight! Coming into this training I mentally prepared myself to be bored, but not once did Carol not have my attention. From beginning to end she was enthusiastic, knowledgeable & as sweet as can be. I have never been to a training that I enjoyed as much as this one. I love that the class is intimate and interactive. If I could hire Carol as a life coach I would. Thank you so much for this great experience and all of the great information."
Memorie Camargo | Amanecer Community Counseling Services"WOW, Carol is absolutely amazing! She is grounded, created a very safe space, authentic, powerful, on-point, passionate, masterful, insightful, present and beautiful! This has been one of the best courses I have taken in my professional career. Thank you Carol!"
Michael Rahman | REME"I really enjoyed this class and take with me a lot of valuable strategies that I will use in my current position and moving forward. The instructor had great hands-on activities and made it a fun experience; as well as, an informative class."
Vanessa Soto | CaesarStoneWe have trained thousands of employees from all different industries.
Happier and less stressed workforce
Lower staff turnover
Better internal communication
Improved internal co-operation
Satisfied customers
Repeat business
Greater profits
Each class is fully customized to your needs, and how your organization engages with its customers.
Obtain PricingWhether you’re a small team of 10 or a large organization of 10,000 employees, whether you work in commerce or public service, we can assist you defining and develop training program that includes:
Our training center is located in Downtown Los Angeles. Our address is 915 Wilshire Blvd, Suite 1800, Los Angeles CA 90017.
Our Customer Skills training classes start at 9.00am and finish at approximately 4.00pm. We take an hour lunch break around 12.15pm.
Yes, we service the greater Los Angeles metro including Anaheim, Burbank, Covina, Downtown, Fullerton, Irvine, Long Beach, Northridge, Pasadena, San Bernardino, Santa Monica, Van Nuys, Ventura and surrounding areas.
Our trainers can also travel anywhere in the country to deliver Customer Service training. Obtain a quotation.
Did you know… that studies by the Harvard Business Review suggest that increasing customer retention rates by just 5% can boost profits by 25 to 95% through repeated purchases, positive word of mouth and reduced acquisition costs!
Whatever industry you’re in, your customers are the lifeblood of your business. ‘Business’ is really just another term for ‘Customers’ because whatever you're offering - whether it be product or a service – you NEED customers/clients. Sometimes the obvious is such a given that it simply ends up as white noise – but do this at your own peril, because your customers will soon find greener pastures (your competitors) to plough their hard-earned money into! Ok, so look after our customers right? Yes, but it’s so much more than that. Proper, effective customer service is the cornerstone of any successful business, but delivering a consistently exceptional experience requires more than just good intentions, it should be locked into your Core Values and Company Culture with a total undiluted focus. It should be the crazy glue that holds your company together. Happy customers will equal happy team members. And happy team members are also far more productive! So happy customers and happy staff? A no brainer investment. Let’s explore how key elements of a customer service training course can transform your staff and elevate your company’s service standards.
1. Understanding What Makes Great Customer Service.
It all starts with a clear definition of what great customer service looks like to your company and your staff. Straplines like ‘delight our customers’ , ‘go above and beyond’ , ‘offer random acts of wowness’ , ‘surprise them’ , ‘always get back to them when you say you will’. It’s all these are so much more. This aspect of training focuses on setting expectations and identifying benchmarks for success. Whether your team is interacting with long-standing clients or new customers, understanding how to deliver a consistently outstanding experience is essential. Being ‘average to good’ or just ‘offering a satisfying experience’ is simply not good enough.
2. Navigating Generational Differences.
Modern workplaces and customer bases are now more diverse than they’ve ever been. Our comprehensive customer service courses include insights into generational preferences and communication styles. We help tailor service approaches to Millennials, Baby Boomers, or Gen Z's which ensures that interactions are relevant and impactful, improving your customer service offering from average to outstanding.
3. Developing the Right Attitude and Skills.
Customer service isn’t just about what you do, it's about how you do it. Training helps your team cultivate a change to a more positive attitude and mindset (yes even towards your most difficult customers) and we help you develop sharper problem-solving skills. These qualities are the foundation for handling inquiries with professionalism, integrity and grace, no matter what the situation.
4. Mastering Key Communication Skills.
Effective communication is non-negotiable in customer service. Through good staff customer service training, participants learn to make a stellar first impression, they will be able to read body language or email tone, and respond promptly in the correct manner with confidence. These newly acquired skills will lead to better job satisfaction because every customer interaction will be smooth, friendly and pleasant, no matter how upset the customer might have been.
5. Making a Great First Impression.
How many times have you heard this? And for good reason! First impressions set the tone for every customer relationship. Our Training classes emphasize the importance of a professional appearance, a welcoming demeanor, and clear communication to ensure that every customer feels special and valued from the beginning of their – hopefully lifelong – journey with you (because that’s the mission!).
6. Decoding Body Language.
Non-verbal cues often speak louder than words. Our customer service classes teach teams how to interpret and respond to body language and email tone, creating a deeper understanding of each customer’s needs so you can ensure a more empathetic and effective conversation or interaction.
7. The Art of Asking Questions and Listening.
Great providers know that asking the right questions and truly listening are critical to solving problems. Effective training sharpens these skills, enabling your team to uncover the root of customer concerns and address them properly – for complaints, it’s rarely just a problem with your product or service, its usually a culmination of many headaches and frustrations that has led the customer to go on the extreme offensive but by asking the right questions and really listening there is a simple way of bringing the temperature down and turning any situation around. You would have probably made the customers day (as nobody else would have listened and empathised with the customer as much as you did that day) as well as …a customer for life.
8. Building Rapport and Relationships.
Which leads us nicely into why successful businesses thrive on long-term customer relationships. A team customer service training program helps all employees master the nuances of establishing trust, demonstrating empathy, and fostering genuine connections – by learning these skills together your company benefits from team building and a united sense of purpose. Learning these ‘soft skills together’ can transform every one-time interaction into lifelong partnerships.
9. Writing Effective Emails.
In today’s digital-first world, email communication is a critical part of customer service. Our training includes best practices for crafting professional, clear and to the point emails that resolve issues efficiently and leave a positive impression. There is a thin line between ‘curt’ and ‘concise’ – customers want the facts (without waffle) but they detest ‘generic, computer say’s' emails more. We’ll show you how to get the balance right between personal and professional.
10. Handling Complaints with Care.
Knowing how to address complaints effectively is probably the most difficult of skills but it’s crucial for protecting your company image and brand. Bad news travels faster than good news… and ‘NO!’ not all publicity is good publicity. Our training classes highlight the importance of viewing complaints as opportunities, teaching staff how to manage emotions, offer solutions, and turn unhappy customers into loyal brand advocates.
Bonus Point: Recovering a Difficult Customer.
Dealing with challenging customers can be very tough, we understand this, but it’s an unfortunately (or fortunately as we practice) an unavoidable part of the job. Our group customer service courses equip staff and employees with strategies to recontact the customer (at the appropriate time) de-escalate situations, regain trust, and leave the customer feeling valued and respected.
Mastering 10 Key Customer Service Techniques
Our company-focused customer service training program rounds out the course by diving into the top 10 techniques for exceptional service. It’ll be your go to list when customers become twitchy or when they just need to chat. It’s no surprise that a certain leading online shoe retailer in Las Vegas gives out an award every year to the customer service team member who stayed on the phone the longest. No quickly jumping off to sell product and get more commission - they understand the value of building customers for life.
In line with state protocals we have now fully resumed in person or classroom training.
Trainees still have the option of joining any of our classes remotely via Zoom webinar.
To attend any clasess remotely first add any class to your
cart and then click the small check box below the class. See screenshot below.
You will receive webinar login details for your training 2-3 working days before your class is due to commence.