# Customer Service Training Canonical URL: ## Overview What are the qualities of exceptional customer service? What are the benefits? In this three-hour workshop, participants study examples of companies that have high customer service standards, talk about goodwill, and learn seven key principles of outstanding customer service. In this hands-on class, participants practice verbal and non-verbal communication techniques, better listening practices, and questioning methods. By the end of the class, participants will be better able to use problem-solving skills to better assess their customers’ needs and confidently resolve their complaints. ## What you'll learn - Study companies that are known for outstanding customer service - Discuss goodwill and why it is important - Learn the seven key principles of customer service - Practice verbal and non-verbal communication techniques - Talk about the importance of organization - Learn how collaboration benefits customers - Assess your customers’ needs - Discuss the role of confidence - Learn how to diplomatically resolve customer complaints ## Curriculum ### Module 1 – Defining customer service #### I. What is good/ exceptional customer service? - Case studies: three exceptional companies - What is your company’s policy? - What is goodwill? #### II. 7 Principles of customer service - Support customers as a team, listen, don’t be robotic - Be empathetic and honest, be knowledgeable and answer in a timely manner ### Module 2 – Developing customer service skills #### III. Communication - Listen, patience, empathy, difficult conversations #### IV. Organization - Spreadsheets, databases, keep track of frequently asked questions - Automation of repetitive tasks #### V. Collaborative tools to help avoid multiple responses - Demo of tools ### Module 3 – Solving problems #### VI. How to best assess the situation - Is the customer always right? #### VII. Building confidence - Knowledge of product #### VIII. Listen to resolve, not to argue - Asking the kinds of questions that elicit the information you need ## Schedule - Sep 15, 2026 2:00pm–5:00pm — Live Online ## Pricing **Tuition:** $199