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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.

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 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
#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 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!
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!
5.0 stars This Customer Service seminar was beyond what I expected. Their Customer service speaker gave an amazing class. She was full of energy and keeps your attention. I'm glad I attended this class. i have me a better glimpse understand of my position and how to handle things differently and how to be efficient in different areas with customers. Great Class recommend this to any company that's would like to better their employees communication skills.
5.0 stars I feel this course definitely will help me improve my basic knowledge of customer service. Coming from a person to person atmosphere, it was nice to get some call center education. And I can see where I can take this education to the front lines of face to face customer service, as well as adding to my resume the education in call center customer service, so I can possibly move my way up in my professional career.

How to register

Register here

Resources

Phone Customer Service
Email Customer Service
In-Person Customer Service
Benefits of Customer Service training
Business Skills Training Resources

Why train with us?

4.8 / 5

based on 308 reviews

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