Customer Service Training


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Course Outline

This Customer Service training class teaches the basics of customer service and translates that knowledge into practical application. Students will come away from this class knowing how a positive attitude, going a step beyond basic customer service, and dealing effectively with complaints will enhance their work experience. Students will learn the difference between internal and external customers and will learn how the development and implementation of a comprehensive customer service policy promotes consistency in how customers are treated and keeps customers happy.

  1. Customer Service Basics
    1. Defining Customer Service
    2. Internal and External Customers
      1. Internal Customers
      2. External Customers
    3. Interacting with Customers
      1. Amiable Customers
      2. Aggressive Customers
      3. Angry Customers
      4. Handling Stress
    4. Understanding What the Customer Wants
  2. Developing Responsible Customer Service Skills
    1. Developing a Positive Attitude
      1. Good People Skills
    2. Going a Step Beyond What Is Expected
      1. Active Listening
    3. Dealing with Complaints and Problems
      1. Problem Resolution
  3. Developing Verbal and Nonverbal Communication
    1. The Basics of Communication
      1. Tone
      2. Pitch
      3. Volume
    2. Customer Communication
      1. Building Rapport
      2. Establishing Credibility
  4. Customer Service Best Practices
    1. Creating Customer Service Standards from Best Practices
    2. Implementing Service Standards
      1. Service Standards and Job Descriptions
      2. Service Standards and Employee Orientations
      3. Service Standards and Ongoing Training
      4. Service Standards and Performance Reviews
    3. Monitoring Service Standards
      1. Management Role
      2. Service Team Role
    4. Maintaining Service Standards
  5. Attracting Loyal Customers
    1. Create Memorable Service
      1. Service Above and Beyond
      2. Great Customer Service Examples
    2. Develop Loyal Customers
      1. Reward Loyal Customers
      2. Survey Customers
      3. Involve Loyal Customers
      4. Keep in Touch with Loyal Customers
      5. Thank Loyal Customers
    3. How Loyal Employees Impact Customers
      1. Measuring Employee Loyalty
      2. Employee Job Satisfaction

InterSource Geneva, a premier Information Technology training firm, offers over 400 different courses on server, database and programming technologies, as well as end-user classes for the most popular office, graphics and design applications. We serve clients in Switzerland (Geneva, Lausanne, Bern, Basel, Zurich) and throughout Europe (France, Germany, Austria, Finland, Sweden, England, Netherlands, Spain, etc.).

InterSource offers custom, private courses at client sites, standard public courses in our Geneva classroom, and online training via live Web conference. Training is offered in English and many other languages (Francais, Deutsch, Espanol, Italiano.)

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