Communication Skills for Customer Service Excellence

Exceptional customer service is the lifeblood of any successful business. Yet all too often, customer service falls short of expectations. Customers complain of unhelpful staff, unclear communication, and a lack of urgency and care for their needs. The resulting damage to your business can be immense – from loss of sales to damage to your brand reputation.

That’s why investing in robust customer service training should be a top priority. TrainSMART’s customized in-person and virtual workshops equip your team with the skills and mindset to deliver best-in-class customer experiences.

Our interactive sessions are tailored to your organization’s specific needs. For example, some businesses require more product education support. Others need help managing difficult customer behaviors. TrainSMART focuses on the communication approaches that will solve your real-world customer service challenges.

The workshop covers both the art and science of customer care. Attendees first learn a framework for aligning communication to different behavioral styles. This allows them to flex their approach based on customer personalities. Next, they gain practical techniques for handling challenging interactions, from angry customers to vague complaints. Skills training in problem-solving, building trust, and telephone etiquette round out the curriculum.

Attendees enjoy small-group collaborations, roleplaying exercises, and reviews of real customer engagement case studies. Each leaves with a custom learning plan to immediately improve their customer service capabilities. Organizations consistently find that training quickly pays dividends through:

  • Increased customer satisfaction – Understanding behavioral cues and responding appropriately resolves issues faster and more completely.
  • Reduced customer churn – Better experiences lead to higher retention and loyalty.
  • Uplifted employee morale – Confident, happy staff stay motivated to serve customers well.
  • Enhanced brand reputation – Excellent service quality becomes synonymous with your brand name.
  • Higher sales – Satisfied customers spend more and are more receptive to upsells/cross-sells.
  • Problem avoidance – Proactive communication minimizes misunderstandings and complaints.

Target Audience

  • Organizations that are experiencing less than stellar external and/or internal customer service.

The Problem

  • Customers complain about your CSRs
  • Customers going to your competitors
  • Unmotivated, unfriendly, unconcerned, uncommitted CSRs

Our Solution

This workshop prepares attendees to:

  • Leverage their Behavior Styles
  • Influence Others
  • Respond Effectively to Specific Customer Behaviors
  • Build Ongoing Trust with Repeat Customers

Customer Service Communication Skills
Training Outline

  • Course Overview
  • What is Customer Service?
  • Leverage Your Behavior Style
  • Dealing with Difficult Customers
  • Be a Problem Solver
  • Telephone Techniques

“It is not enough to merely satisfy the customer; customers must be “delighted” surprised by having their needs not just met, but exceeded.”

A. Blanton Godfrey

Need An Instructor-led Virtual
Communication Training Workshop?

This workshop looks at behavior as a choice and increases awareness of the consequences behavioral choices have on others.  Participants learn that through adaptive behavior they can choose communication strategies that establish trust, minimize conflict, maximize cooperation, and create a positive work environment that increases productivity and enhances job satisfaction.

Virtual Workplace Communication Training

TrainSmart is a certified Woman-Owned Business Enterprise (2000) and a Woman Small Business (2015).

We have approximately 300 facilitators, professional development trainers, instructional designers, and content developers strategically located in the United States and around the world.

Partner With TrainSMART To Deliver Communication & Customer Service Strategies On-Site At Your Location!


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TrainSMART offers in-person and virtual effective communication workshops for the workplace.

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