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Exceptional Customer Service

at Training Connection - Downtown

(126)
Course Details
Price:
$350 5 seats left
Start Date:

Thu, May 14, 9:00am - 4:30pm

Next start dates (1)

Location:
Downtown, Downtown/Northeast
915 Wilshire Blvd Ste 1800
Btwn Harbor Fwy & S Figueroa St
Los Angeles, California 90017
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Description
Class Level: All levels
Age Requirements: 14 and older
Average Class Size: 5

Flexible Reschedule Policy: This provider has flexible, free rescheduling for any-in person workshop. Please see the cancellation policy for more details

What you'll learn in this customer service training:

The focus of the training is to ensure increased customer satisfaction, increased repeat business, increased customer referrals, increase sales and a decreased staff turnover.

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
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
What's Included
  • Certificate of Course Completion
  • Training Manual
  • FREE Class Repeat

Remote Learning

This course is available for "remote" learning and will be available to anyone with access to an internet device with a microphone (this includes most models of computers, tablets). Classes will take place with a "Live" instructor at the date/times listed below.

Upon registration, the instructor will send along additional information about how to log-on and participate in the class.

Still have questions? Ask the community.

Refund Policy

Note: This provider has a temporary rescheduling policy for COVID-19 related cancellations which is as follows:

Free rescheduling as long as a student reaches out 72 hrs or more before their class start date

----

Original policy (non-COVID-19):

Cancellations: 

  • Cancellations made more than 5 days before the commencement of the training, qualify for a refund less a $100 administration fee. 
  • Cancellations made 5 days or less before the commencement of the training, will not be eligible for a refund 
  • We are not able to offer refunds for no-shows or uncompleted courses.

Rescheduling:

Rescheduling requests made 5 days before the commencement of the training are free. Rescheduling that takes place within 5 days of the commencement of the training will incur a $100 administration fee. We do not charge for student substitutions at any time.

If your student wants to confirm her seat on the future class now, then there is a $100 transfer fee payable. Alternatively, as she may not have been aware of our terms, if she is willing to check back with us 2-3 days before a future class, and provided the class is confirmed to run, we will slot her in and waive the cancellation fee.


Money Back Guarantee

We offer a money back guarantee on our public classes.

If the training does not meet expectations, students can leave the class at the end of Day 1 (or by lunchtime in the case of single day courses) and request a refund. Students have to notify the training center manager before they leave and return all the training materials to qualify for a refund.

We are unable to offer a money back guarantee to students who leave a class later than the times noted above. Students can however still repeat the training (often with a different trainer).

Map

Google Map

Training Connection

All classes at this location

The easiest access is from the State 110N Freeway (Harbor Hwy)

If traveling North-bound on 110N Hwy

  • Take the 9th St exit
  • Turn Left at Figueroa Street
  • Turn Left into Wilshire Blvd
  • 915 Wilshire is on the Right (look for the Bank of the West located in our lobby)

  • The entrance to our parking garage is also on the left hand side of building.

    If traveling South-bound on 110S Hwy
  • Take the 4th St exit towards WILSHIRE blvd / 6TH St / 3RD St
  • Turn left at Wilshire Blvd
  • 915 Wilshire is on the Left (look for the Bank of the West located in our lobby)

  • The entrance to our parking garage is also on the left hand side of building.

    Start Dates (2)
    Start Date Time Teacher # Sessions Price
    9:00am - 4:30pm TBD 1 $350
    9:00am - 4:30pm TBD 1 $350

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    Reviews of Classes at Training Connection (126)

    (126 Reviews)
    Exceptional Customer Service
    Reviewed by jenny c. on 11/7/2018
    Class was great! I definitely learned a lot. Professor really has a gift when it comes to teaching. Recommend this class for anybody in this field.
    Exceptional Customer Service
    Reviewed by Alicia H. on 1/18/2017
    I usually don't have the greatest experience with these types of courses as they are usually fairly bland in content and more so an overview, but this class was fantastic. I walked away with many ways that I could improve my communication skills with clients and really thought the content was helpful. Great instructor, Carol kept us engaged and was easy to follow. I never loss interest and really did learn a lot in how to better communicate. Would definitely recommend this class to anyone in my industry.
    Exceptional Customer Service
    Reviewed by Carlos D. on 7/3/2019
    Exceptional Customer Service
    Reviewed by Gabriela H. on 6/6/2019
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