In the world of high-end customer service, there is no issue that a customer brings that is not addressed. Regardless of the problem was created by the agent or employee, they see it as their task to bring it to resolution. In this global economy, being nice does not often translate well. We all know that focusing on why being nice is not enough. The magic is Customer Respect.

Our Call Center Customer Service Training shatters the notion of a customer issue. Turning it from a problem into a possibility, from a fault to a moment to shine. It takes the idea of customer service and turns it on its head. Because it’s not about service it’s about resolution.

Call Center Customer Service Training is a 3-day face-to-face workshop, including an interactive discussion where participants will be called upon to shift the way they think about how to deal with customer issues.

The Problem

  • Managers are unclear on the impact of their team’s actions on customers
  • Unmotivated employees pushing customer problems to other teams
  • Employees unable to see that EACH customer issue is an opportunity
  • Managers not seeing the long term effects of allowing employees to let customer issues linger without resolution
  • Lack of a clear set of critical behaviors for service

Our Solution

  • The key fundamentals of providing exceptional service
  • A proven methodology to turn every customer issue into an opportunity to shine
  • Shifting from dealing with customer problems to creating long-term solutions
  • Moving from treating customers as merely “purchasers of service” to partners for the future

Call Center Customer Service Training
Course Outline

  • Service: what it is, how we deal with customers now
  • The Critical Behaviors of Service for your organization: what do they mean and how they will impact your organization/team/department, customer focus
  • Think about the customer
  • Define customer service for the future of your organization
  • Flexibility: in your role as a professional
  • Resolving customer issues
  • Initiative & Decision Making
  • Good decision making tactics to turn customer issues into opportunities
  • Communication changes
  • Analyzing & Problem Solving

Target Audience

  • Any employee that communicates with customers

Delivery Options

It’s Not My Fault, but It Is My Problem is available in the following delivery formats: 

  • Conference Breakout Session
  • Lunch & Learn Program
  • Half-Day Training Workshop
  • Full-Day Training Workshop
  • Webinar or Multi-Session Webinar

Virtual Instructor-Led
Customer Service Essentials Workshop

 

Session Length: 30-minute pre-session 2 to 4 (90) minutes sessions

By the time a consumer reaches a live customer service rep, their patience has often been tested. Between longer wait times because of COVID or the requirement to talk to a computer before gaining access to a live customer service rep, consumers often greet customer service reps with a less than delightful attitude. In this session, we’ll focus on the customer service skills that you need to succeed in this ever-evolving consumer environment.

 

Virtual Customer Service Training

 

On-Site Training FAQs

Do you offer public workshops?

TrainSMART’s instructor-led training workshops are only offered on-site at your location. We do not offer this workshop in a public seminar format. Please contact us at 800-807-8030 ext. 1 or fill out the form below to discuss bringing this workshop to your company today.

Recent Customer Success Stories

Need On-Site Training?

Ready to discuss your customer service training needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no-obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 ext. 1 or fill out the form below.

    Customer Service Workshops

    Diverse service staff collaborating on customer service framework. Customer service skills training develops competencies in communication, phone skills, email etiquette, problem-solving, and exceeding expectations to create delightful customer experiences.

    Customer Service Skills
    Training

    Confidence, Competence, Connection

    Equip your team to deliver exceptional service and transform dissatisfied clients into raving fans through TrainSMART’s immersive, tailored customer service skills workshops featuring real-world roleplays and coaching.

    Customer Service Skills Training

    Diverse service staff collaborating on customer service models. Customer service excellence training develops the skills and mindsets across an organization to deliver personalized, frictionless, and emotionally-resonant customer experiences that drive loyalty.

    Customer Service
    Excellence

    Confidence, Fluency, Connectivity

    Equip teams to drive revenue and referrals by mastering customer-centric mindsets and scenario-based skills through TrainSMART’s targeted customer service excellence workshops tailored to embody your organization’s service philosophy.

    Customer Service Excellence Training

    Customer service agents collaborating on call center models. Call Center Customer Service Training transforms mindsets and skills to resolve customer issues completely, strengthen relationships, and uncover revenue opportunities.

    Customer Service Training
    For Call Centers

    Mindshift, Toolkit, Empowerment

    Transform customer issues into shining moments of service and build customer loyalty by training call center staff in the critical behaviors, mindsets, and tactics to resolve problems with flexibility, initiative, and respect through our immersive 3-day Call Center Customer Service workshop.

    Call Center Customer Service Training

    Exceptional Healthcare Customer Service Starts with Training In the post-pandemic era, patient expectations for customer service are higher than ever. Healthcare organizations that don’t meet these demands risk damaging their reputations and losing patients. That’s why comprehensive customer service training for healthcare professionals is more crucial now than ever before. Our healthcare customer service training programs are uniquely designed to address the complex customer service challenges in the healthcare industry today. We understand the nuances of serving patients amid provider shortages, insurance complexities, and evolving regulations. With our healthcare customer service training, your staff will master communication techniques that defuse frustrated patients and enhance satisfaction. Learners build empathy and emotional intelligence to care for patients compassionately, especially during stressful health situations. Training delivery options ranging from onsite workshops to virtual sessions accommodate all healthcare workplace needs. Our experienced instructors draw from deep healthcare industry expertise to engage learners and impact performance. Invest in your healthcare professionals with our transformative customer service training programs tailored to the healthcare setting. We will equip your staff to handle any customer service challenge while delivering patient experiences that strengthen your reputation and patient loyalty. Customer Service Training For Healthcare Professionals Course Outline I. Introduction Welcome and introduction to the workshop Objectives of the workshop Icebreaker activity to engage the participants II. Understanding Customer Service in Healthcare Overview of customer service in Healthcare in a post-Covid Era Importance of customer service in healthcare Key customer service skills needed in healthcare III. Communication Skills for Effective Customer Service Verbal and non-verbal communication skills Active listening skills Empathy and compassion in communication IV. Managing Difficult Situations in Healthcare Customer Service The everyday difficult situation in healthcare customer service Strategies for de-escalating situations and managing emotions Role-playing exercises to practice handling difficult situations

    Healthcare Customer Service
    Training

    Empathy, Confidence, Connection

    Strengthen patient loyalty and your healthcare reputation by training staff to compassionately resolve complaints, defuse frustration and deliver exceptional experiences through our customized customer service workshops tailored to the complex realities of today’s healthcare environment.

    Healthcare Customer Service Training

    Auto dealership employees collaborating on customer service model. Automotive customer service training develops skills to resolve issues, exceed expectations, create customer delight, boost loyalty and referrals, and positively impact dealership revenue.

    Dealership Customer Service
    Training

    Mindset, Toolkit, Alignment

    Boost loyalty and profits by training staff to exceed expectations, solve problems creatively, and deliver exceptional service through every customer touchpoint with TrainSMART’s customized automotive customer experience workshops.

    Dealership Customer Service Training

    Government employees collaborating on public sector service models. Government customer service training develops skills to resolve constituent issues with professionalism and empathy despite complex policies, resource constraints, and stressed clients.

    Customer Service Training
    For Government

    Fluency, Accessibility, Resilience

    Empower government teams to creatively resolve complaints, address expectations, and provide accessible, inclusive services by adopting customer-centric mindsets through TrainSMART’s public sector-tailored customer experience training featuring roleplay simulations in government settings.

    Customer Service Training For Government