TrainSmart’s customer service skills training workshop is a dynamic, hands-on and practical workshop will help your organization impact the bottom line with improved customer service skills.
Delight your customers by ensuring that everyone understands the basic people skills necessary to create a positive experience. Then go beyond the basics and create an environment that focuses on service.
Customer complaints are increasing
Customer service attitude has become more negative than positive
Small issues are needlessly becoming big problems
Basic etiquette such as being polite or smiling has gone by the wayside
Businesses are losing customer loyalty and repeat business
Individuals don’t understand the impact of customer service on the organization
Understand the impact of customer service on the organization and the bottom line
Improve communication skills for increased understanding
Identify strategies to manage challenging situations
Define communication Etiquette: email, phone and face to face
Work with the customer to solve problems
Go beyond just “satisfied” customers
Customer Service Skills Course Outline
Customer Service Impact: repeat, referral and retention
Communication Styles: adjusting communication to fit the style of the customer
Communication Etiquette: strategies to engage the customer, ways to say thank you, go beyond being polite and excite!
Developing and delivering a positive, service attitude
Email and Phone Etiquette
Basic problem solving skills
Strategies to manage challenging customers and emotions
Creating the WOW: Moving from satisfying customer expectations to exceeding customer expectations
Creating a customer focused culture: every interaction is an opportunity!
Role Play: Practicing the skills
Customer Service Skills Delivery Options
CustomerSMART is fully customizable to your company culture and is available in the following formats:
Conference Breakout Session Or Lunch Program
Half-Day Training Workshop
Full Day Training Workshop
All employees who have direct interaction with customers:
Customer service representatives
Billing and collection specialists
Questions & Pricing
Customer Service training comes in many forms and approaches. Who is your audience? Are there behavioral changes that you would like to see change? How large is the audience? Do you have a maximum amount of time allocated for the training? Does the group need to be split into smaller groups to continue to have coverage of their responsibilities? Does the organization utilize any form of online personality/communication assessment today?
Fees vary based on # of days vs. # of participants. The two factors that are participant fees are if an online assessment is included and the participant materials included for the solution.
Day rate ranges: $2,500 to $4,200
Online assessments range: $45-$70 per participant
Travel and living are expenses are actual expenses and will align with your firm’s travel and living policies. (The facilitator will travel out of a major airport – in all likelihood – Chicago, Los Angeles, Orlando, or Minneapolis)
Need On-Site Customer Service Training?
Ready to discuss your customer service skills 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 or fill out the form.
Our course catalog offers you an easy way to link your organization's needs and goals to TrainSMART performance solutions workshops. All of our workshops are tailored, flexible, interactive and engaging. We use the outlines in this catalog as a starting point to identify the topics and delivery methods that will create the most successful outcomes. Our delivery methods for these workshops include instructor-led classroom, ILT webinars, virtual learning, eLearning, and structured on-the-job training.