Customer Service Training

Online instructor-led customer service classes

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​Online Customer Service Course

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.

This online Customer Service course is interactive, fast-paced, fun, and full of tips and techniques you can use immediately.

Onsite Customer Service training available countrywide.

Book a Customer Service Class

What's Included

  • Class certificate
  • Training materials
  • FREE refresher class valid for 6 months
  • Small class sizes


1 Day

Detailed Course Outline

Learning Objectives

  • Defining what Great Customer Service looks like
  • Customer Generational differences
  • Developing the right Attitude and Skills
  • Developing key Communication Skills
  • Making a great First Impression
  • Reading Body Language
  • Asking Questions and Listening Skills
  • Establishing Rapport and Building Relationships
  • Effective Email Communication
  • Knowing the Importance of a Complaint
  • Recovering a Difficult Customer
  • 10 Key Customer Service techniques
Customer Service classes in LA

Lesson Summaries

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.

Meet the trainers

We have a team of experienced customer service trainers

Customer Service classes - 5 rating

Google 4.8 star By 489 trainees

Group Customer Service Training

We have trained thousands of employees from all different industries.

Developing a culture of Customer Service excellence has tremendous benefits for any organization.

Happier and less stressed workforce

Happier and less stressed workforce

Lower staff turnover

Lower staff turnover

Better internal communication

Better internal communication

Improved internal co-operation

Improved internal co-operation

Satisfied customers

Satisfied customers

Repeat business

Repeat business

Greater profits

Greater profits

Each class is fully customized to your needs, and how your organization engages with its customers.

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Full service offering

Whether 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:

Group Training Quotation

Choose your Training Format


Are your online Customer Service classes taught by a live trainer?

Yes, our online Customer Service classes are taught by live trainers in an online Zoom classroom.

What are the Customer Service class times?

Our classes times are as follows:

9.00am to 4.00pm (Pacific)
11.00am to 6.00pm (Central)
12.00pm to 7.00pm (Eastern)

A 30-45 minute lunch break is taken.

Can you deliver group Customer Service training onsite at our location?

Yes, we provide both online and onsite group training countrywide. Obtain a quotation for onsite Customer Service class.


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