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.

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