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Customer Service

Chicago, Los Angeles

Delivering excellent customer service is paramount to any organization's long-term survival. Our training will provide students with the tools and skills to build and maintain a loyal customer base.

Onsite training available countrywide.

Course summary

Exceptional Customer Service

This workshop covers building rapport with customers, maintaining a positive attitude, listening with attention and empathy, dealing with angry customers, problem solving and tips for dealing with customers over the phone and on email.

1 Day | $350.00

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View class timetable View past student reviews

What's Included

Certificate of Course Completion
Training Manual
FREE Class Repeat


Learning objectives

  • Making a good first impression
  • Maintaining a positive and courteous attitude
  • Reading body language
  • Asking questions and listening skills
  • Establishing rapport and building relationships
  • Interacting with customers face to face
  • Interacting with customers over the phone
  • Interacting with customers via email
  • Dealing with difficult customers
  • Knowing when to escalate
  • 10 Things to wow every time

Detailed course outline

  • The Basics
    • Who Are Customers? (internal/external)
    • What is Customer Service?
    • Who Are Customer Service Providers?
  • Establishing Your Attitude
    • Appearance Counts!
    • The Power of a Smile
    • Staying Energized
    • Staying Positive
  • Identifying and Addressing Their Needs
    • Understanding the Customer's Problem
    • Staying Outside the Box
    • Meeting Basic Needs
    • Going the Extra Mile
  • Generating Return Business
    • Following Up
    • Addressing Complaints
    • Turning Difficult Customers Around
  • Face-to-Face Customer Service
    • Greeting the Customer
    • Dealing with Requests
    • Looking for Opportunities to Help
    • The Advantages and Disadvantages
    • Using Body Language to Your Advantage
    • Ending the Interaction
  • Telephone Customer Service
    • Listening Carefully
    • Saying Hello: The Opener
    • The Advantages and Disadvantages
    • Telephone Etiquette
    • Tips and Tricks
    • The Closer
  • Email Customer Service
    • What does the Customer Expect?
    • Being Accessible
    • The Advantages and Disadvantages
    • Email Etiquette
    • Tips and Tricks
    • Examples: Chat or e-mail
  • Recovering Difficult Customers
    • De-Escalating Anger
    • Establishing Common Ground
    • Setting Your Limits
    • Managing Your Own Emotions
  • Understanding When to Escalate
    • De-Escalating Anger
    • Establishing Common Ground
    • Setting Your Limits
    • Managing Your Own Emotions
  • Ten Things You Can Do To WOW Every Time
    • Ten Tips

Our outlines are a guide to the content covered on a typical class. We may change or alter the course topics to meet the objectives of a particular class.

Timetable

Chicago

230 W Monroe St
#610
Chicago
IL 60606View Map

Guaranteed to Run Limited Seats Left

Class times: 9.00am to 4.30pm

Servicing Lake Forest, Highland Park, Evanston, Downtown
Chicago, Des Plaines, Arlington Heights, Aurora, Naperville,
Joliet, South Chicago and surrounding areas

Other Cities

Request onsite training quote

Los Angeles

915 Wilshire Blvd
#1800
Los Angeles
CA 90017View Map

Guaranteed to Run Limited Seats Left

Class times: 9.00am to 4.30pm

Servicing Anaheim, Burbank, Covina, Downtown, Fullerton,
Irvine, Long Beach, Northridge, Pasadena, San Bernardino,
Santa Monica, Van Nuys, Ventura and surrounding areas.

Choosing the right class

Meet the trainers

Jeannette

"Business skills play a vital role in the success of an organization. No matter what industry you are a part of, there are definite skills you need to possess in order to provide a high level of service. I have been working with organizations for the last 18 years to improve communication, productivity and and service levels."

Juana

"My passions are writing, public speaking and coaching. Knowing how to communicate with clients and peers is key to your success in today's business world. I look forward to helping you reach your potential on one of my classes."

Recent student feedback

5.0 stars Juana Wooldridge was an awesome speaker and teacher would recommend everyone to take this class she is an insperation to all.
5.0 stars Lena was very knowledgeable and helpful with questions regarding every aspect of customer service. I appreciated Lena's technique for dealing with situations. She had the students to act out situations which helped us overcome some of the obstacles we as Customer Service Reps deal with on a daily basis. I highly recommend this course to others in my workplace. I will love to attend other classes taught by Lena. I will stay in contact with her for sure. Thanks for having me!
5.0 stars The Customer Service class was smart and organized. The positive attitude from the instructor and interactive situations made learning fun again!!
5.0 stars Not only was this a great customer service training, but a life changing experience for me. I really enjoyed Juana Wooldridge today. I would recommend her not only for customer service training but for motivational speaking. She made me realize some things about myself that I never even knew. A real eye opener and probably one of the best 7 hours spent of my life. I look forward to reading her book and hopefully keeping in touch with her.

How to register

Register here

Why train with us?

4.8 / 5

based on 276 reviews

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