This course is ideal for service managers, customer service representatives or any business professional who wants to enhance their customer service skills.
This course strengthens your skills in the following leader behaviors:
Have you ever wondered what happened to good customer service? Do you want your department to be something that people rave about? It all starts with customer service. It is important that your customers feel that they are respected and appreciated.
In this course, you will discover how our attitudes affect us professionally and how they can make or break any experience for our customers. The course will enable you to practice effective listening skills, monitor body language and understand how to deal with difficult people. This will help develop an excellent customer service relationship with your customers that will increase repeat business.
Service is a never-ending story that happens every day and it is our job to discover how we can exceed our customer’s expectations. In this session, we will explore the Service Model and how it works in the workplace, and we will identify the proper attitude of service and methods of maintaining it.
Virtual Session (30 minutes)Â + Online Journal (15 minutes) + Activity (15 minutes)
This session will explore the key elements of effective communication in the customer service relationship, including how to be an active listener and adapt to specific communication styles.
Virtual Session (30 minutes)Â + Online Journal (15 minutes) + Activity (15 minutes)
In this session, we will define trust and the benefits that come when the customer trusts you more. Participants will recognize how trust and trustworthiness are related and learn how to apply the trust equation to build customer relationships.
Virtual Session (30 minutes)Â + Online Journal (15 minutes) + Activity (15 minutes)
Most of the time, when we struggle in dealing with difficult people, it’s not because they are difficult, but because they are different than us. In this session, we will identify the strategies for successfully handling difficult situations, and we will explore the LAST methodology when there is a misalignment of expectations.
Virtual Session (30 minutes)Â + Online Journal (15 minutes) + Activity (15 minutes)
This course strengthens your skills in the following leader behaviors:
You’ll gain tools to enhance communication, handle difficult customers, and deliver consistent service that builds long-term loyalty.
It’s perfect for frontline staff, team leaders, and managers committed to elevating their customer experience strategies.
The course focuses on empathy, active listening, and service recovery techniques that directly contribute to higher satisfaction scores.
Both. The principles taught are adaptable across industries, including retail, hospitality, and client-facing B2B services
