Customer Service 101


With so much competition in today’s global economy, providing exceptional customer service is no longer an added benefit; it is a necessity. Customers who are not satisfied with the way they are treated can easily take their business elsewhere. Whether your business is a multimillion-dollar enterprise or a one-person operation, customers pay attention to how they are treated. They are buying more than your product. Consumers will often pay more, drive farther, and inconvenience themselves to do business with a company that appreciates them. Providing exceptional service will build the bond that keeps customers coming back time and time again. Customers may first come into your business because of your product, but they will decide to come again based on how well they are treated. If they are not treated properly, they will go elsewhere.

The most important benefit of customer service training is increased productivity, efficiency, and effectiveness. It is cheaper and faster to do the job right the first time. Satisfying an unhappy customer costs, a lot more, both in dollars and cents, than satisfying a customer on the first try.

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At this program’s conclusion, participants should be able to :

  • Describe exceptional customer service.
  • Recognize barriers to the delivery of outstanding customer service.
  • Adapt to specific customer behavior style.
  • Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
  • Use techniques for dealing with angry or upset customers.


  • Highlight the importance of service standards and their impact on customer’s experience.
  • Help your team to think in a customer-centric way.
  • Explain service language and its importance in communicating with customers.
  • Prepare your group to handle demanding and difficult customers.

Methodology : Activities, Role Play, PPT Slides, Pre and Post Test.
Course Duration: 2 Days


Taking Baby Steps: The Basics

– First Impressions Matter
– Courtesy Counts
– Attitude Is Everything
– Doing the Right Thing: Ethical Issues

Tossing the Ball Back and Forth: Effective Communication

– Saying What You Mean and Meaning What You Say
– What You Don’t Say: Nonverbal Communication
– Putting Words Together: Grammar Usage
– Asking the Correct Questions and Answering the Questions Correctly
– When the Customer Says No
– Listening Actively

Jumping in with Both Feet: Relationship Building

– Establishing Rapport
– Interacting Positively with Customers
– Identifying Customers’ Needs
– Making the Customer Feel Valued– Establishing Rapport
– Maintaining Ongoing Relationships
– Different Strokes: Handling Different Types of Customers

Seeing Eye to Eye: Face-to-Face Contacts

– Saying Hello: Greeting the Customer
– Between Hello and Goodbye: Helping the Customer
– Saying Goodbye: Ending the Interaction

Saying It with a Smile: Telephone Contacts

– Putting Your Best Ear Forward
– Saying Hello: The Opener
– Between Hello and Goodbye: Helping the Customer
– Saying Goodbye: The Closer

Looking Before You Leap: E-commerce Contacts

– What Does the E-customer Expect ?
– Hanging the Open Sign: Being Accessible
– Writing What You Mean: E-mail Communication
– Speaking Around the World: Cross-Cultural Etiquette

Calming the Storm: Difficult Customer Contacts

– What Is Going on: Determine the Reason
– What Caused It: Identify the Root Cause of the Problem
– What Can I Do: Rectify the Situation
– What Can I Say: Acknowledge the Problem
– What Needs to Be Done: Fix What Needs to Be Fixed

Putting It All Together

– Hitting the Ground Running: Ready, Set, Go
– Being the Best You Can Be: The Total Package


Dealing with Difficult Customers

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Customer Complaint Handling & Resolution

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Beyond Customer Service

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Achieving Excellence in Customer Service

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