Customer Service Series

Interactive training to improve the customer experience

Customer Service Series

Exceptional customer service is essential to your business and can make or break your brand. Companies that consistently provide excellent customer service build relationships, retain lifelong customers and can easily be set apart from their competition.

Help your team become customer service experts who feel confident and ready to handle even the most difficult situations. Our training program features four interactive lessons  that are customized for your organization and the specific nature of your customer interactions.

Our expert facilitators can deliver this program virtually, or face-to-face at your office. Our team is highly skilled in providing training that resonates with participants through hands-on lessons, small-group breakouts, and real-world case studies.

Let’s chat and see if this service is a fit for you! Contact at 617.488.8321.

Who Should Attend?

Any employee who interacts with customers either internally or externally


Classes and Descriptions

Class 1 | Create a Customer Service Excellence Mindset

Where would we be without our customers? They are not a given! Do you really know who they are and what they want? In this interactive session, participants explore the value of superior customer service and how to create a service culture in the workplace. Service excellence concepts are introduced and practiced helping participants identify, respect and delight both internal and external customers while managing expectations.

Embrace a service culture mindset, and realize why it’s important to each customer service professional’s personal brand and job satisfaction

Recognize the role of engaged employees on brand loyalty

Identify key behaviors that create a service excellence environment

Differentiate between customer satisfaction and loyalty

Identify the critical stages of the customer service cycle

Explore the concept of “word-of-mouth” marketing

Discover why complaints, along with compliments, are critical to the customer service process

Class 2 | Own Each Customer Interaction

Message sent is message received. Really? How do we know? This session highlights the value of clear communications when interacting with customers, both internal and external. It focuses on how common communication barriers such as perceptions, assumptions, listening, and style can impact the customer experience and relationship. Techniques are explored to remove barriers and increase communication effectiveness.

Identify one’s own communication style

Explore the dilemma of miscommunication and professionalism in email, social media, texting

Identify barriers to effective communication

Describe the 5 C’s of Communication

Demonstrate active listening skills

Describe techniques to increase effective customer communications

Create clear communication channels at work to create a positive service culture

Class 3 | Positively Leveraging Challenging Customer Moments

“No” is a complete sentence. This engaging session focuses on difficult customers and situations, and how to build trusting, lasting professional relationships. Careful attention is given to emotional customers, although other definitions of “difficult” are explored. Techniques are offered for diffusing anger, respectfully saying no, and offering fair alternatives to satisfy customers when things go wrong while protecting your brand.

Identify and assess examples of difficult or stressed customers

Discover if and when to elevate a situation

Explore strategies to manage and satisfy difficult and frustrated customers

Creatively problem solve opportunities for service “turn arounds”

Demonstrate respectful techniques for saying “no”

Describe approaches to build rapport during stressful moments

Explain the 5-step process for improving the relationship when problems arise

Class 4 | Professional Balance is Key

Focusing on what matters most with a ”smile in your voice” can be a challenge at times. Everyone is important and everything is needed now. Or is it really? This interactive session will help participants prioritize work responsibilities while maintaining a professional personal “brand”. The session features tools for maintaining balance and a positive attitude, as well as tips for managing stress. Small group activities and self-assessment tools are used to reinforce learning concepts.

Assess your own time management practices

Identify and overcome barriers to productivity and task accomplishment

Identify personal balancing practices during stressful moments

Handle stress in a way that positively positions you and your customer for success