Course description
Customer Service Essentials Virtually Facilitated Workshop
By the time a consumer reaches a live customer service rep, their patience has often been tested. Between longer wait times because of COVID or the requirement to talk to a computer before gaining access to a live customer service rep, consumers often greet customer service reps with a less than delightful attitude.
In this session, we’ll focus on the customer service skills that you need to succeed in this ever-evolving consumer environment.
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Upcoming start dates
Who should attend?
Target Audience:
All employees who have direct interaction with customers, managers, sales representatives, customer service representatives’ receptionists, technical support, and billing and collection specialists.
Training content
- Customer Service Impact: Repeat, referral, and retention
- Communication Skills: Verbal, visual, vocal communication, listening skills, asking questions, giving instructions
- Communicate Styles: Adjusting communication to fit the style of the customer
- Developing and Delivering a Positive Service Attitude
- Basic Problem-Solving Skills
- Strategies to Manage Challenging Customers and Emotions
Course delivery details
- Session Length: 30-minute pre-session 2 to 4 (90) minutes sessions
Certification / Credits
- Understand the impact of customer service on the organization and the bottom line
- Identify consumer’s preferred communication style
- Improve communication skills for increased understanding
- Identify strategies to manage challenging situations
- Go beyond just “satisfied” customers
Why choose TrainSMART Inc.?
Customized training programs for every organization
Certified Women-Owned Business (WBENC & WOSB)
Industry-proven facilitators, consultants, and experts
Contact this provider
TrainSMART Inc.
TrainSmart specializes in helping you identify people and process challenges that may be preventing your organization from achieving optimal results. We take a collaborative approach to create a tailored strategy for success. TrainSmart’s goal is to partner with you to...