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Customer Service Training Course

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.

Live face-to-face instructor-led training. All classes guaranteed to run.

1 Day | $350.00

Book this class

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
    • Dealing with Vulgarity
    • Coping with Insults
    • Dealing with Legal and Physical Threats
  • 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.



230 W Monroe St
IL 60606View Map

Guaranteed to Run Limited Seats Left

Class times: 9.00am to 4.30pm

Servicing Arlington Heights, Aurora, Bollingbrook, Chicago Loop,
Deerfield, Des Plaines, Evanston, Highland Park, Joliet, Naperville,
Schaumburg, Skokie, South Chicago and surrounding areas.

Other Cities

Request onsite training quote

Los Angeles

915 Wilshire Blvd
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


"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."


"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 This was exactly what I was looking for. Not role playing but theory and making sure to distinguish between internal/ external, empathy above all, outlining the cycle, listening actively. I also enjoyed the personal attention in both what we do well and what we need to work on. Success starts with our own attitude. Thank you so much - I know I can bring this back to AFN and add to the culture of success.
4.4 stars I was pleasantly surprised that many of the tips for being a good Customer Service Representative were simply tips for taking care of oneself. This course helped me realize how important this is to one's job, but most importantly to one's life. Lena was very friendly and had many good examples and real-life stories to illustrate the lessons. Well done, thank you!
4.8 stars Juana was an incredible instructor! This class was great and a real blessing for me! She answered any question I had without hesitation! I strongly believe she is a great instructor, who actually cared about the information we receive! - Oscar
5.0 stars The Customer Service class was smart and organized. The positive attitude from the instructor and interactive situations made learning fun again!!

How to register

Register here

Why train with us?

4.8 / 5

based on 287 reviews

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