Course Description
COURSE OBJECTIVES:
After completing this course, students will be able to:- Define customer service in relation to both internal and external customers- Recognize how your attitude affects customer service- Identify your customers’ needs- Generate repeat business with outstanding customer service - Build goodwill through in-person customer service- Provide outstanding customer service over the phone- Connect with customers through online tools - Deal effectively with difficult situations
What you will learn
Customer Service – A Baseline
- Recognizing Your Customers
- Understanding Your Role in Customer Service
Developing A Customer Service Mind-Set
- Leveraging Your First Impression
- Feeling Positively About Customers
- Mastering Moods and Emotions
Identifying Customer Needs
- Understanding the Customer’s Situation
- Avoiding Assumption and Prejudgment
- Meeting Basic Needs
- Seeking to Exceeding Expectations
- Building Repeat Relationships
Connecting with the Customer
- Achieving Authenticity through Body Language
- Responding Effectively to Problems
- Mastering Online Etiquette
- Seeking Customer Feedback
Dealing with Difficult Situations
- Effectively Addressing Complaints
- De-escalating Anger
- Establishing Common Ground
- Remaining Calm, Respectful and Objective
Effectively Addressing Complaints
- Creating a Memorable Customer Experience
Looking for Group eLearning Options?
Get your team access to 4,000+ top courses anytime, anywhere.
Request On-Site TrainingUpcoming Dates
-
Location: , Virtual Live
-
Date & Time: May 28, 2026 09:00 AM CST
-
Location: , Virtual Live
-
Date & Time: Sep 10, 2026 09:00 AM CST
-
Location: , Virtual Live
-
Date & Time: Dec 03, 2026 09:00 AM CST
Course Dates
| Location | Date & Time | Duration | Course Type | Price |
|---|
Cancelation Policy
If you cannot attend an event, you may send someone else in your place. If that isn’t an option for you, cancellations received up to five working days before the event are refundable, minus a registration service charge ($10 for one-day events; $25 for multiple-day events). After that, cancellations are subject to the entire seminar fee, which you may apply toward a future seminar. Please note that if you don’t cancel and don’t attend, you are still responsible for payment.
