Customer Service

call center agent training program

Improve customer service, improve your bottom-line. offers an affordable, effective solution. Our course modules provide real-life customer service situations, such as angry client calls, and how to handle them. After the course, your client-facing employees will have a better idea for how to diffuse high-stress situations, as well as how to over-deliver in everyday situations.  Outcomes you can expect your learners to improve include:

  • 4 steps to handle & diffuse angry, upset and irate customers
  • Recognize & capture cross-selling opportunities
  • How to compose an effective customer service email
  • Why workplace respect issues are critical for success
  • Business communication for phone, email, face-to-face & chat
  • How the power of attitude helps resolve challenging situations
  • How to address employees who waste time online
  • Essential office etiquette & workplace manners strategies
  • Effectively managing differences between the generations
  • How to properly address ethical lapses in real time
  • Replacing Five Forbidden Phrases® w/ Positive Alternatives
  • Best practices for email subject lines and address fields
  • Handling ethical dilemmas in real time
  • Recognizing the damage caused by innuendo & gossip
  • The six cardinal rules of customer retention and loyalty
  • The importance of delivering Business Friendly℠ service
  • Understanding why change is so hard for some team members
  • How to respect & communicate effectively with co-workers
  • Contrasts between passive, average & proactive service
  • 6 ways to improve listening skills and deliver better service
  • The personal philosophies of six service superstars
  • How service after the sale builds customers for life
  • When to use open-ended, closed-ended, probing & echo questions
  • Deploying the ‘Power of You’ during interviews & appraisals
  • Why bringing an ‘observable level of enthusiasm’ is so important
  • The distinction between features and benefits
  • To be truly sensitive and empathetic to customer needs
  • Management skills to better lead, coach and mentor others
  • How to conduct more effective & engaging meetings
  • Avoiding weak, wimpy words in business communication
  • The relationship between internal & external customer service
  • plus hundreds more skills, strategies & techniques!
"I've been in customer service management for 25 years and is the best interactive customer service training program that I've ever found. Excellent and relevant topics in an easy-to-use format. I love it!"
- Linda Depew
Director, Customer Service
Aerus/Vollara/TriStar LLC

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