Customer Service

COURSE STARTS ON MAY 15

Customer Service

  • Training Just for You
Register Here


Customer Service

We’ve all been there: the thrill of exceptional customer service that made us feel like the most important person in the world, or the letdown of a negative experience that left a lasting impression. These moments aren’t mere interactions; they’re defining experiences that can significantly impact an organization’s reputation, customer loyalty, and even the bottom line. In a world where customers have endless choices, the way you connect with them can set you apart or leave you behind.

Whether you’re aiming to enchant like Disney or embrace the future with savvy digital solutions, our comprehensive course has the answers. From fostering a culture that’s obsessed with excellence to managing feedback with grace and empathy, we provide guidance and lessons filled with innovative strategies and tailored insights. Designed for various industries and roles, this program isn’t just about meeting expectations; it’s about exceeding them and turning ordinary interactions into memorable connections. Join us, and let’s transform your customer service into something extraordinary.

Who Should Attend?

  • Hospitality & Restaurants: Hotel staff, concierge services, waitstaff, hosts
  • Financial & Retail Services: Bank reps, advisors, sales associates, managers
  • Events & Healthcare: Planners, coordinators, receptionists, support staff
  • Cannabis Retail Side: Sales, customer support
  • Field Technicians: Technicians, support professionals, and field service representatives involved in various industries.
Register Here
Classes & Dates

Customer Service

This course is on Wednesday afternoons over five weeks.
Class
1
Wed, May 15

An Introduction to Customer Service

2:00 PM - 4:30 PM
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When customers feel heard, cared for, and respected they will return, building brand loyalty

Today’s customers (including us), desire speed, personalization, and convenience. You can tell your customer that their package is late or see that it didn’t arrive at all. But what you can’t tell them is the impact that late package will have on them. We have not humanized the customer journey. It’s a transaction, a metric, a routing number, or SKU. However, if something moves your heart, a service problem becomes a human. What if you decided to be a customer service company that happens to make… or provide…? What would your customers say about you? Professional, patient, and people-first” attitude is the goal.

By the end of this skill building session, you will:

  • Recall and describe the key principles and concepts of customer service
  • Explain the importance of excellent customer service and its impact on customer satisfaction
  • Evaluate customer service interactions, identify areas for improvement, and propose solutions to enhance the overall customer experience
Class
2
Wed, May 22

The Disney Way: Surprising and Delighting Your Customers

2:00 PM - 4:30 PM
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While not every company can be a Disney, you can apply the same business model and principles to your company to improve customer service

Disney has a guiding principle that all employees are responsible for upholding: “We create happiness by providing the best in entertainment for people of all ages everywhere.” To ensure employees live by that mission, quality standards help cast members through their decision-making process for customer service issues. Their approach empowers cast members to apply Disney’s Four Key Basics in priority order: Safety, Courtesy, Show, and Efficiency. Cast members practice safe behaviors and put safety first. They are to project an energetic, positive image, be courteous and respectful to all guests, and go beyond expectations. Standards are prioritized so cast members are able make their own decisions. This session will help elevate your service levels to delightful and perhaps even magical by diving into this engaging content.

By the end of this skill-building session, you will:

  • Recognize companies renowned for their exceptional customer service
  • Describe the opportunity for companies to exceed industry expectations and deliver an exceptional customer experience
  • Design your own customer service standards to amaze and enchant your customers and clients
Class
3
Wed, May 29

Customer Service in the Age of Technology

2:00 PM - 4:30 PM
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Technology is disrupting traditional customer service processes with new customer touch-points and rapidly rising expectations

Today, customer service means delivering personalized, proactive, and immediate support to customers anytime on the channel of their choice – self-service, phone, email, text, chat bot, and more. Technology has empowered and enabled customers to get what they want, whenever they want, and how they want it. So how do we, as service providers manage these daunting expectations? This interactive session will provide you with best practices on how to serve your customers while maintaining brand integrity.

By the end of this skill building session, you’ll be able to:

  • Explain how emerging technologies have changed customer service expectations and behavior
  • Explore managing customer expectations given the challenges (and opportunities) of a multi-channel service strategy
  • Critique and assess the effectiveness of different customer service technologies in meeting organizational objective
Class
4
Wed, Jun 5

Building a Culture of Customer Service

2:00 PM - 4:30 PM
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Engaged employees and supportive leadership create value for both their company and their customers.

A company with a sterling service culture is one where the workforce is obsessed with providing excellent customer service every day. The norm is consistently going above and beyond the expected for customers. Experts tells us that when employees feel valued, cared for and satisfied at work, their customers feel it too. Employees are encouraged, expected, and empowered to do what it takes to solve customer situations creatively and compassionately. This freedom to serve solutions is motivating and fulfilling to most. This session will introduce you to practical tactical approaches to consider for your company.

By the end of this skill building session, you will:

  • Comprehend and articulate the importance of cultivating a customer focused culture within their organization
  • Describe the values and behaviors that create a service excellence culture
  • Assess their organization’s current customer service culture, identify strengths and pin point areas for improvement
Class
5
Wed, Jun 12

Managing Customer and Client Interactions

2:00 PM - 4:30 PM
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Calm is your superpower – listen first for intent, not to respond

We have all been there – faced with a frustrated customer escalating “in the moment” because something went wrong. As professionals, knowing how to effectively diffuse the situation by remaining calm, empathetic, and listening carefully for intent is critical to building rapport. Techniques are offered for diffusing anger, respectfully saying no, and offering options if possible to satisfy your customers and even build brand loyalty.

By the end of this skill building session, you will:

  • Apply active listening skills and empathetic communication techniques when interacting with frustrated customers
  • Evaluate communication styles, recognizing strengths, and develop strategies to enhance your approach to dealing with challenging customer interactions
  • Analyze customer interactions effectively, enabling them to respond appropriately and build positive rapport

Customer Service

Register today to be part of this course, network with your peers, and learn how to power your career.

Register Here
Pricing

Customer Service


AIM Members
Non Members
Price for Course
$1,875
Course Name

Customer Service

Registration is currently open

Classes Begin

Wednesday, May 15, 2024

Registration Deadline

Wednesday, May 15, 2024



If you need help registering or applying for a grant, please contact Kallee McGraw or schedule a call.

Interested in training grant funds to offset the cost?

Learn how you can access this course at no cost through the Massachusetts Workforce Training Fund Program by viewing our Learning & Development Catalog.

FAQs

Customer Service


What is the difference between “Training Just for You” and “Training for Your Company”?
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“Training Just for You” is a training program that any individual from any company can sign up to attend. You’ll join a group of peers from other companies for weekly training sessions. AIM HR Solutions holds these sessions virtually; you can view our calendar of upcoming “Training Just for You” events here. “Training for Your Company” means that we will work with you to deliver training to your company, virtually or onsite. Contact Kelly McInnis if you want to learn more about holding training for your company.

Are these courses available in virtual and in-person formats?
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All of our Training Just For You programs are currently virtual only. If you are interested in AIM HR Solutions offering this program virtually or onsite for your company, contact Kelly McInnis.

Is this course eligible for a grant?
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This course is eligible for the Express Program or the General Grant through the Workforce Training Fund Program. To learn more about this grant and how we can help, you can download our Learning & Development Catalog. If you still have more questions, you can contact Kelly McInnis.

Do you offer in-person training outside of Massachusetts?
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All of our “Training Just for You” programs are held virtually and therefore can be attended by individuals anywhere in the world! Training for your company can also be offered in a virtual format to employees located anywhere. We currently do not offer in-person training outside of Massachusetts. To talk about how we may be able to support you, please contact Kelly McInnis.

Can I attend just one class?
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Yes you may! In order to register for an individual class, please contact Kallee McGraw at KMcGraw@AIMHRSolutions.com letting her know which session(s) you would like to register for.

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