Customer service is everybody's business.

Whether you realize it or not, every one of us serves customers. From the front lines of a company, serving the people who buy your products to the corporate headquarters serving the employees who keep the company running- you are in the business of customer service.

The Customer Service Skills that Work workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. You will learn a strong skillset that targets in-person and over the phone techniques, dealing with difficult customers, service recovery and generating return business.

After completing this program you can expect to experience these results:

  • Use outstanding customer service to drive loyalty, deliver value and reach revenue goals

  • Master effective conversation techniques to clearly identify your customers’ needs, offer solutions, resolve concerns and build strong relationships

  • Build positive connection through phone presence, relating to your customer and taking ownership of their concerns

  • Use practical, effective service recovery techniques to defuse challenging situations and deal with difficult customers

  • Manage attitude and nonverbal communication to reduce conflict and build customer loyalty

Additional Information About This Course

  • Who should attend this class?

    Customer service is everybody's business. This program is ideal for frontline employees, corporate staff, sales professionals and customer service representatives wanting to improve their customer service capabilities.

  • How long is this class?

    This is a 6 hour, one day learning experience.

  • What is the class size?

    The maximum class size is 25 learners to 1 facilitator. We prefer to keep the class size manageable so that you will have our full attention and opportunities for a personal learning experience.

  • Where is the training located?

    This class is offered in a Live Virtual Classroom. We use the Zoom platform and provide learners with virtual classroom links that become accessible upon enrollment.

  • Is there a pre-requisite required?

    No. A pre-requisite is not required for this class. However, pre-work is required and accessible upon enrollment.

  • Tell me more about the FocusWorks learning experience?

    Our instructors are seasoned professionals who lead learners along a guided discovery. You can expect to work closely with them and in small groups of peers throughout the session. You can expect to receive facilitator and peer feedback that will enable you to identify strengths and critical development areas. You will engage deeply with the content through opportunities to reflect, work with others and contribute to elevated discussions. Our proven techniques to accelerate paradigm shifts and application of skills, behaviors and processes on the job and deliver sustained results.

Bring better customer service to your team or organization.

A consultation is all it takes to get started.