Live Instructor-Led Training
The course Customer Service Training: The Fundamentals explores the essential skills, techniques and tools needed to deliver customer-centric client service. Whether you work at a reception desk, in sales, at a call centre, provide on-location service, or any other client-focused 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? Developed for employees who work directly with clients, as well as call-centre and and client-service personnel, this interactive course uses a combination of theory, scenarios, role-playing and case studies to help you practice the skills you need to excel in your vital role for the organization.
Sep 22 - 22, 2025$850.00Oct 20 - 20, 2025$850.00Nov 17 - 17, 2025$850.00Dec 15 - 15, 2025$850.00Jan 26 - 26, 2026$850.00Feb 23 - 23, 2026$850.00Mar 23 - 23, 2026$850.00
What is Customer Service?
What is Customer Service?
What Shapes Customer Expectations?
Why Is Good Service Hard to Find?
What is the Cost of Bad Customer Service?
Becoming a Customer-Centric Organization
What Is Your Business? What Do You Do?
Who Are Your Customers?
What Does Customer Service Mean In Your Organization?
What is a Customer-Centric Organization?
What Are Your Customer Service Goals?
You are Your Organization’s Ambassador
It Starts with You
Hopes and Fears of Customer Service Providers
12 Essential Skills for Customer Service Providers
Building Your EQ
How to Keep Positive and Energized
How to Set Limits
Effective Communication
What Is Effective Communication?
Barriers to Communication
Active Listening Principles
Advantages, Disadvantages, Tips and Etiquette for Different Service Channels
Delivering Stellar Service
Top Mistakes in Delivering Customer Service
First Things First – Prioritize their Needs
Address Complaints
Be Creative and Go the Extra Mile
Follow Up (Close the Loop)
Know When and How to Escalate
Build the Relationship for the Long-Term
Navigating Difficult Situations
Communication and De-escalation Techniques
Handling Angry Customers
Handling Insults, Sexism, Racism, Trolls and other Ignorant Behaviours
Handling a Customer Who Wants a Personal Relationship
Handling Physical or Legal Threats
Course Wrap Up
Your Action Plan
Top Take-Aways
Customer Service Training: Managing the Customer Experience
Effective IT customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Managing the Customer Experience (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. In addition this course provides participants with a comprehensive exploration of key troubleshooting skills and methods as they apply in a complex IT environment. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Managing the Customer Experience that will allow you to hone your professional skills.
Sep 10 - 12, 2025$2,750.00Oct 8 - 10, 2025$2,750.00Nov 5 - 7, 2025$2,750.00Dec 3 - 5, 2025$2,750.00Jan 14 - 16, 2026$2,750.00Feb 11 - 13, 2026$2,750.00Mar 11 - 13, 2026$2,750.00
Customer Service Training: Strategies for those who care
Effective customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Strategies for those who care (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. In addition this course provides participants with a comprehensive exploration of key troubleshooting skills and methods as they apply in a complex IT environment. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Strategies for those who care that will allow you to hone your professional skills.
Sep 1 - 2, 2025$1,500.00Sep 29 - 30, 2025$1,500.00Oct 27 - 28, 2025$1,500.00Nov 24 - 25, 2025$1,500.00Jan 5 - 6, 2026$1,500.00Feb 2 - 3, 2026$1,500.00Mar 2 - 3, 2026$1,500.00
Customer Service Training: Customer Experience Strategies and Management
The Customer Experience Strategies and Management (CUSTEXP) course is designed for those responsible for any part of the customer experience journey within their organization: executives and managers of client service delivery, call centres and client support, customer experience departments (CX), customer relations (CRM), marketing, outreach, inter-agency coordination, and so on. Whether you work in the private, public or not-for-profit sector, your success begins and ends with the satisfaction of your clients. Know better, do better! Using a combination of theory, practical exercises and examples, discussions and real-world case studies, this course will give you the knowledge and skills needed to strategize, plan, implement, monitor and continuously adapt your customer experience strategy – to the benefit of your clients and your organization.
Training course titled Customer Service Training: Customer Experience Strategies and Management that will allow you to hone your professional skills.
Sep 22 - 23, 2025$1,500.00Oct 20 - 21, 2025$1,500.00Nov 17 - 18, 2025$1,500.00Dec 15 - 16, 2025$1,500.00Jan 26 - 27, 2026$1,500.00Feb 23 - 24, 2026$1,500.00Mar 23 - 24, 2026$1,500.00
Customer Service Training: Essential Skills for Service Desks
Effective IT customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good IT customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Essential Skills for Service Desks (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Essential Skills for Service Desks that will allow you to hone your professional skills.
Sep 15 - 16, 2025$1,500.00Oct 13 - 14, 2025$1,500.00Nov 10 - 11, 2025$1,500.00Dec 8 - 9, 2025$1,500.00Jan 19 - 20, 2026$1,500.00Feb 16 - 17, 2026$1,500.00Mar 16 - 17, 2026$1,500.00