Exceptional Customer Service

Master the art of providing outstanding customer service with this comprehensive training program. Learn essential skills such as making a good first impression, maintaining a positive attitude, and dealing with difficult customers. Enhance customer satisfaction and boost your business success with our exceptional customer service course.

All levels
14 and older
$395
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Online
7 hours

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$395
7 hours

Fri, May 10th, 9am–4pm PDT

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Mon, Jun 17th, 9am–4pm PDT

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Description

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.

Refund Policy

All cancellations and rescheduling requests must be made in writing and emailed to [email protected]

Rescheduling requests made 9 business days before the commencement of the training are free.
Rescheduling that takes place within 9 business days of the commencement of the training will incur a $150 administration fee.
We do not charge for student substitutions at any time.

We are unable to offer refunds for cancellations.

While we make every effort to deliver classes as scheduled, we reserve the right to reschedule previously confirmed classes for a variety of reasons including but not exclusively, the illness of the Trainer. In such cases, we will endeavor to inform the Client as soon as possible of the new training dates. We are not liable for any additional expenses incurred as a result of rescheduling training.

We are not able to offer refunds for no-shows or uncompleted courses.

In any event where a customer wants to cancel their enrollment and is eligible for a full refund, a 5% processing fee will be deducted from the refund amount.

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Training Connection

Training Connection LLC is a computer and business skills training company.

Our Training Philosophy

Our main focus is to provide exceptional computer desktop and business skills training. We strive to achieve this by following a 5 cornerstone approach:

1. Our Instructors

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