Customer Service

  • $499.00
    Unit price per 


Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you"re on the front lines of a company, serving the people who buy your products. Perhaps you"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you"re a company owner, serving your staff and your customers.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.


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Everything you need to teach a one-day workshop for Customer Service:

  • Training Manuals
  • PowerPoint Slides
  • Instructor's Guide
  • Quick Reference Job Aids
  • Icebreakers, Activities,
     & Exercise Files
  • Pre-Assignments,
    Pre-/Post-Assessments
  • Promotional Advertorials
  • Lesson Plans with Flip Chart Notes


Also available: training video clips, editable books, audiobook workshops, e-learning, and cloud-based LMS.

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Free Sample

Customer Service Outline:

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: Who We Are and What We Do
  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
Module Four: Identifying and Addressing Their Needs
  • Understanding the Customer"s Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
Module Five: Generating Return Business
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
Module Six: In-Person Customer Service
  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage
                                                          Module Seven: Giving Customer Service over the Phone
                                                          • The Advantages and Disadvantages of Telephone Communication
                                                          • Telephone Etiquette
                                                          • Tips and Tricks
                                                          Module Eight: Providing Electronic Customer Service
                                                          • The Advantages and Disadvantages of Electronic Communication
                                                          • Understanding Netiquette
                                                          • Tips and Tricks
                                                          • Examples: Chat or e-mail
                                                          Module Nine: Recovering Difficult Customers
                                                          • De-Escalating Anger
                                                          • Establishing Common Ground
                                                          • Setting Your Limits
                                                          • Managing Your Own Emotions
                                                          Module Ten: Understanding When to Escalate
                                                          • Dealing with Vulgarity
                                                          • Coping with Insults
                                                          • Dealing with Legal and Physical Threats
                                                          Module Eleven: Ten Things You Can Do To WOW Every Time
                                                          • Ten Tips
                                                          Module Twelve: Wrapping Up
                                                          • Words from the Wise
                                                          • Review of Parking Lot
                                                          • Lessons Learned
                                                          • Completion of Action Plans and Evaluations

                                                                                                            Administrative Skills

                                                                                                            1. Accountability in the Workplace
                                                                                                            2. Administrative Office Procedures
                                                                                                            3. Administrative Support
                                                                                                            4. Archiving and Records Management
                                                                                                            5. Basic Bookkeeping
                                                                                                            6. Business Writing
                                                                                                            7. Collaborative Business Writing
                                                                                                            8. Executive and Personal Assistants
                                                                                                            9. Meeting Management
                                                                                                            10. Organizational Skills
                                                                                                            11. Social Media In The Workplace
                                                                                                            12. Supply Chain Management

                                                                                                            Career Development

                                                                                                            1. Assertiveness And Self-Confidence
                                                                                                            2. Communication Strategies
                                                                                                            3. Creative Problem Solving
                                                                                                            4. Developing Creativity
                                                                                                            5. Digital Citizenship
                                                                                                            6. Entrepreneurship
                                                                                                            7. Interpersonal Skills
                                                                                                            8. mLearning Essentials
                                                                                                            9. Negotiation Skills
                                                                                                            10. Personal Branding
                                                                                                            11. Project Management
                                                                                                            12. Telework And Telecommuting
                                                                                                            13. Ten Soft Skills You Need
                                                                                                            14. The Cloud and Business
                                                                                                            15. Time Management
                                                                                                            16. Women in Leadership

                                                                                                            Human Resources

                                                                                                            1. Business Succession Planning
                                                                                                            2. Contract Management
                                                                                                            3. Crisis Management
                                                                                                            4. Developing a Lunch and Learn
                                                                                                            5. Diversity and Inclusion
                                                                                                            6. Employee Onboarding
                                                                                                            7. Employee Recruitment
                                                                                                            8. Employee Termination Processes
                                                                                                            9. Generation Gaps
                                                                                                            10. Health and Wellness at Work
                                                                                                            11. Hiring Strategies
                                                                                                            12. Human Resource Management
                                                                                                            13. Managing Workplace Harassment
                                                                                                            14. Measuring Results From Training
                                                                                                            15. Millennial Onboarding
                                                                                                            16. Office Health And Safety
                                                                                                            17. Sensitivity Training
                                                                                                            18. Talent Management
                                                                                                            19. Train-The-Trainer
                                                                                                            20. Universal Safety Practices
                                                                                                            21. Workplace Diversity
                                                                                                            22. Workplace Harassment
                                                                                                            23. Workplace Violence

                                                                                                            Personal Development

                                                                                                            1. Adult Learning - Mental Skills
                                                                                                            2. Adult Learning - Physical Skills
                                                                                                            3. Anger Management
                                                                                                            4. Attention Management
                                                                                                            5. Being A Likeable Boss
                                                                                                            6. Critical Thinking
                                                                                                            7. Emotional Intelligence
                                                                                                            8. Emotional Intelligence at Work
                                                                                                            9. Goal Setting and Getting Things Done
                                                                                                            10. Improving Mindfulness
                                                                                                            11. Improving Self-Awareness
                                                                                                            12. Increasing Your Happiness
                                                                                                            13. Job Search Skills
                                                                                                            14. Life Coaching Essentials
                                                                                                            15. Managing Personal Finances
                                                                                                            16. Managing Workplace Anxiety
                                                                                                            17. Personal Productivity
                                                                                                            18. Public Speaking
                                                                                                            19. Social Intelligence
                                                                                                            20. Social Learning
                                                                                                            21. Stress Management
                                                                                                            22. Taking Initiative
                                                                                                            23. Trust Building and Resilience
                                                                                                            24. Work-Life Balance

                                                                                                            Sales And Marketing

                                                                                                            1. Body Language Basics
                                                                                                            2. Call Center Training
                                                                                                            3. Coaching Salespeople
                                                                                                            4. Contact Center Training
                                                                                                            5. Creating a Great Webinar
                                                                                                            6. Employee Recognition
                                                                                                            7. Event Planning
                                                                                                            8. High Performance Teams Inside the Company
                                                                                                            9. High Performance Teams Remote Workforce
                                                                                                            10. In Person Sales
                                                                                                            11. Internet Marketing Fundamentals
                                                                                                            12. Marketing Basics
                                                                                                            13. Media And Public Relations
                                                                                                            14. Motivating Your Sales Team
                                                                                                            15. Multi-Level Marketing
                                                                                                            16. Overcoming Sales Objections
                                                                                                            17. Presentation Skills
                                                                                                            18. Proposal Writing
                                                                                                            19. Prospecting and Lead Generation
                                                                                                            20. Sales Fundamentals
                                                                                                            21. Servant Leadership
                                                                                                            22. Social Media Marketing
                                                                                                            23. Telephone Etiquette
                                                                                                            24. Top 10 Sales Secrets
                                                                                                            25. Trade Show Staff Training

                                                                                                            Supervisors And Managers

                                                                                                            1. Budgets And Financial Reports
                                                                                                            2. Coaching And Mentoring
                                                                                                            3. Conducting Annual Employee Reviews
                                                                                                            4. Developing New Managers
                                                                                                            5. Employee Motivation
                                                                                                            6. Facilitation Skills
                                                                                                            7. Knowledge Management
                                                                                                            8. Leadership And Influence
                                                                                                            9. Lean Process And Six Sigma
                                                                                                            10. Manager Management
                                                                                                            11. Middle Manager
                                                                                                            12. Office Politics For Managers
                                                                                                            13. Performance Management
                                                                                                            14. Self-Leadership
                                                                                                            15. Supervising Others
                                                                                                            16. Team Building Through Chemistry
                                                                                                            17. Virtual Team Building And Management

                                                                                                            Workplace Essentials

                                                                                                            1. Appreciative Inquiry
                                                                                                            2. Business Acumen
                                                                                                            3. Business Ethics
                                                                                                            4. Business Etiquette
                                                                                                            5. Change Management
                                                                                                            6. Civility In The Workplace
                                                                                                            7. Conflict Resolution
                                                                                                            8. Customer Service
                                                                                                            9. Customer Support
                                                                                                            10. Cyber Security
                                                                                                            11. Delivering Constructive Criticism
                                                                                                            12. Developing Corporate Behavior
                                                                                                            13. Handling a Difficult Customer
                                                                                                            14. Networking Outside the Company
                                                                                                            15. Networking Within the Company
                                                                                                            16. Respect in the Workplace
                                                                                                            17. Risk Assessment and Management
                                                                                                            18. Safety In The Workplace
                                                                                                            19. Team Building For Managers
                                                                                                            20. Teamwork And Team Building

                                                                                                            Microsoft Office Specialist (MOS)

                                                                                                            1. Access 2016 Essentials
                                                                                                            2. Excel 2016 Essentials
                                                                                                            3. Outlook 2016 Essentials
                                                                                                            4. PowerPoint 2016 Essentials
                                                                                                            5. Word 2016 Essentials
                                                                                                            6. Excel 2016 Expert
                                                                                                            7. Word 2016 Expert