Customer Service Excellence Training
Who is the course for?
This course is ideal for service managers, customer service representatives or any business professional who wants to enhance their customer service skills.
Skill Level
Intermediate
Time Commitment
Weekly Time Committment
60 Minutes/Week
Duration
4 Weeks
Leader Behaviors
This course strengthens your skills in the following leader behaviors:
- Communicates
- Diagnose Needs
- Pursues Self-Development
Course Overview
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.
Completing this course will help you:
- Recognize how attitude and service are related within the Service Model.
- Identify the key elements of effective communication in the customer relationship.
- Utilize the trust equation to build relationships.
- Apply positive conflict resolution techniques when dealing with difficult people and situations.
Learning Path
Session 1 - The Service Model
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) + Online Journal (15 minutes) + Activity (15 minutes)
Session 2 - Clear and Consistent Communication
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) + Online Journal (15 minutes) + Activity (15 minutes)
Session 3 - The Trusted Adviser
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) + Online Journal (15 minutes) + Activity (15 minutes)
Session 4 - Dealing with Difficult People
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) + Online Journal (15 minutes) + Activity (15 minutes)
Leader Behaviors
This course strengthens your skills in the following leader behaviors:
- Communicates
- Diagnose Needs
- Pursues Self-Development
Why people choose LEL for Leadership Development
The insights from this course have changed how I approach leadership. I now feel equipped to handle challenges more effectively and inspire my team every day.
An invaluable experience! The practical strategies and hands-on exercises helped me build strong leadership skills that I apply daily in my role.
Frequently asked questions
What does customer service excellence training cover?
How attitude drives service through the Service Model, how to communicate and listen well with customers, how to earn trust using the Trust Equation, and how to handle difficult people without losing them.
How do you deal with a difficult or angry customer?
The course teaches the LAST methodology for moments when expectations and reality do not match, and reframes difficult people as different rather than difficult, which changes how you respond.
What is the Trust Equation in customer service?
It is a way of understanding how trust and trustworthiness build a customer relationship, covered in its own session so your team can turn a transaction into a returning customer.
Who should take this course?
Service managers, customer service reps, and any professional whose work touches customers or clients.
How long is it?
Four weekly live sessions of about an hour each, facilitator-led, with practice between sessions.
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100% of program profits support March of Dimes.