This website uses cookies to ensure you get the best experience on our websites. Learn more

Customer service representative on headset in front of computer screen

Live Virtual Workshop

•

3 hrs

•

4.4

(1,000)

Customer Service Excellence for Team Members

Course Outcomes Agenda Reviews FAQs

This LIVE, virtual, instructor-led course will help your team understand the importance of adopting the customer’s viewpoint and becoming a true advocate for the customer. Participants enrolled in this highly interactive, virtual workshop will learn how to strive for an extraordinary customer experience every time by mastering the guiding principles of customer service.

Course Outcomes

Embrace the customer experience to build relationships, increase satisfaction, loyalty and sales
Regularly exceed expectations and improve service by adopting the customer’s viewpoint
Improve performance by mastering the 3 guiding principles for customer service
Manage a variety of customer reactions with a solution-oriented approach

4.4_{out of 5}

(1,000)

1,000

people have taken this course

100%

found this course to be helpful in their workplace

Course Agenda

3 hrs

Live Virtual Workshop

Print Agenda

Session 1: The Customer’s Point of View

Session 2: Three Guiding Principles for Customer Service

While customer service jobs can differ by industry, function and focus, the guiding principles are the same across all customer experiences.

Define the various soft skills needed to project a professional image in all customer interactions
Explain how creative problem solving can increase customer satisfaction and leave an excellent first impression
Describe what a win-win outcome is and how to achieve it
Understand the important correlation between product knowledge and customer experience

Session 3: Handling Difficult Situations

Customer service professionals must be able to reframe a potentially negative experience and find a way to make it valuable, promising and beneficial.

Explain how to effectively manage difficult customer reactions in order to avoid a poor customer service experience
Understand how to take a solution-oriented approach to resolving problems
Recognize the 6 most common customer types and how to tailor your interactions with each
Identify techniques for coping with anger and stress in the workplace to avoid burnout

Event Dates & Locations

Date	Time	Price
May 2	2:00 PM-5:00 PM UTC	^$179
May 2	6:00 PM-9:00 PM UTC	^$179
May 9	2:00 PM-5:00 PM UTC	^$179
May 9	6:00 PM-9:00 PM UTC	^$179
June 5	2:00 PM-5:00 PM UTC	^$179
June 5	6:00 PM-9:00 PM UTC	^$179
June 20	2:00 PM-5:00 PM UTC	^$179
June 20	6:00 PM-9:00 PM UTC	^$179

Live Virtual Workshop

Course Dates & Times

May 2Fri | 2:00 PM-5:00 PM UTC

May 2Fri | 6:00 PM-9:00 PM UTC

May 9Fri | 2:00 PM-5:00 PM UTC

May 9Fri | 6:00 PM-9:00 PM UTC

Schedule a private group trainingLearn More

Show 4 More Dates

Save when you enroll multiple attendees!

Just $169 per person when you enroll 4+ learners

Included in
SkillPath Unlimited+Live

^$ per year

Access this course and 6000+ other live virtual workshop sessions(includes live virtual events priced $399 or less)
500+ webinars broadcast daily
2,000+ on-demand resources
And so much more!

More Courses in

Live Virtual Workshop People Skills

Participant Takeaways

Trainer was very certified to teach the course. I felt she listened to each of our individual situations and provided positive feedback.

William S.

Very well put together. Liked how different types of customers and how to interact more effectively was covered!

Feroza S.

The trainer was on point with this session on Customer Service! She provide strong points for immediate use including working on my best areas of product knowledge and customer friendly interactions. I will apply the A Approach for sure!

Veronica S.

Our facilitator did a great job of keeping us engaged and gave great examples. I enjoyed hearing from the other attendees in the class and it was very interesting.

Sharon N.

The trainer is fantastic! I could listen to her all day!

Felecia D.

FAQs

How does a virtual seminar work?

A virtual seminar is a live, instructor-led experience. One or two days before the actual date of your seminar (also referred to as a course or workshop), you’ll receive an email with a link and a unique registration ID you’ll use to connect to the training. It will also include an additional link to the course materials along with any additional instructions you’ll need.

About 15 minutes before the scheduled start of your workshop, you’ll be able to log on from your computer, laptop, tablet or smartphone and join the event. Your unique registration ID may only be used once.

To ensure you have the best experience possible, please make sure your system has the necessary components. You can check your system now by following this link: Click here. Note: Please disable any pop-up blockers before testing your system.

Why should I choose virtual training?

Do you offer closed captioning?

What happens if I register, and then something comes up and I have to cancel?

We understand that occasionally things happen beyond your control, making cancellation unavoidable.

CANCELLATION POLICY: Cancellations occurring 5 business days or less before the event will be eligible for a one-time transfer to a future event. Refer to the confirmation number received upon registration and notify us by email at [email protected] or call us at 1-800-873-7545 prior to the date of the event. Post-event cancellations will be ineligible for transfer and the registrant will be liable for the entire course fee.

What happens if I get disconnected during the seminar?

How do I contact Customer Service?

Related Courses