Customer Service Training: The Fundamentals


Course Delivery

Live Instructor-Led Training

Course Description

The course Customer Service Training: The Fundamentals delves into the essentials of establishing a customer-centric culture. Whether you are a front-line salesperson, call centre Manager, deliver service in the field, or perform any other client-centred role, the key to business success is customer service. What is good customer service? What does your customer expect and need? How can you successfully manage difficult situations? How do you address chronic issues or deal with unexpected events? This course will give you the theory, practice, tools and tips to successfully navigate the world of customer service,

Course Dates and Pricing


Sep 19 - 19, 2019$750.00Oct 21 - 21, 2019$750.00Nov 18 - 18, 2019$750.00Dec 16 - 16, 2019$750.00

Course Outline

Introducing Customer Service

What is Customer Service?
What are Common Mistakes in Customer Service?
What is the Cost of Bad Customer Service?
Developing a Customer-Centred Organization: People, Process, Tools

An Ounce of Prevention

Know your Business: Why, What, Who and How
Know your Customers
Know Your Other Stakeholders (e.g., suppliers)
Create Conflict-Resistant Contracts
Establish Incident Management Protocols

Dealing with Customers

Understanding Conflict
Understanding You in Conflict Situations: Personality, Triggers, Knowledge and Skills
Communication Etiquette
Effective Communication
Active Listening
Managing Difficult Customers

Troubleshooting Problems

Understanding Symptom vs. Cause
Using Root Cause Analysis Tools
Generating Solutions

Pulling it all Together


Course Locations

  • Ottawa

  • Montreal

  • Toronto

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