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, Webinar, Multi-Session Webinar, Live Virtual Instructor-led Classroom Training
TrainSmart’s customer service skills training workshop is a dynamic, hands-on and practical workshop that 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 exciting!
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
Live Virtual Instructor-led Classroom Training
All employees who have direct interaction with customers:
Customer service representatives
Billing and collection specialists
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.
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.
What States Do You Offer Training In?
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 ext. 1 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.