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Customer Service Excellence Program

The difference between “good” or “great” customer service can impact individual, team and organizational performance.

Customers today take longer and are more selective about who they do business with. They also expect quick information, effective answers to their questions and clear value for products and services to meet their needs. Responding to those needs takes “good” customer service.

Combining the same knowledge and skills with an unwavering commitment to creating the best possible customer experience produces “great” customer service. When service providers develop relationships, connect customers to the brand or service and create loyalty the impact can increase individual, team and organizational performance. It also reduces service provider stress and turnover. 

Less than “great” customer service comes at a cost. Those who don’t have “great” customer service experiences are more likely to switch, or stop using, products or services. They are also likely to tell others about their experiences. The negative impact, over time, can be pervasive across organizations. 
 

How You Will Benefit

  • Understand how to use a set of skills and guidelines to uncover, comprehend and satisfy the needs
    of your customers
  • Understand what it takes to create both internal and external customer service excellence
  • Increase credibility with customers and others in the organization
  • Manage stress associated with customer situations and conversations
  • Utilize strategies to interact with difficult customers effectively
  • Deliver more effective and efficient customer service
  • Increase and maintain customer satisfaction
 

Who Should Attend

Frontline service providers tasked with delivering customer service to internal or external customers, and professionals who may be the first point of contact for customers with the opportunity to begin shaping the customer experience.

Leaders of service providers should also consider Coaching for Customer Service Excellence to learn more about coaching and supporting the implementation of new skills after training.

 

$1,695 Non Member Fee
$1,495 Member Fee
View our pricing options
  • Date
    Location
    Time

Do you need a different date or location? We offer Courses On Request.

$1,695 Non Member Fee
$1,495 Member Fee
View our pricing options
  • Date
    Location
    Time

Do you need a different date or location? We offer Courses On Request.

When colleagues learn together, everyone benefits!

Explore our onsite training options or to inquire about scheduling this course for your team, click here.

 

 

This course supports the following Organizational Impact Areas:

  • Strategic Alignment Impact Area - aligning priorities, decision-making and change adoption.
8 Reviews 4 Star

Course Reviews

  • Phillip-Alexandre B., Bilingual Customer Experience Specialist Apr 28, 2025

    Well laid out, good balance between theory, key points to retain, how to apply them, and personal/group exercises to help reinforce lessons.

  • Erin L., Case Manager Apr 28, 2025

  • Past Participant, Order Entry Oct 23, 2024

    Gave me a lot of insight on how to better myself at CSR, different strategies to learn and use

  • Kelsy L., Return to Work Assistant Oct 23, 2024

  • Past Participant, Inside Sales Representative Oct 23, 2024

    I have taken a few CS courses over the years and always learn something new as I did with this course. Instructor was good, course material was good, all in all a good experience.

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  • Communicating Up, Down and Across the Organization

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Frequently Asked Questions

 Our team cares about service, but the experience can become inconsistent under pressure and across handoffs. Is that the kind of challenge this customer service program is designed to address?

Yes. In many organizations, the issue is not effort. Service becomes harder to deliver consistently when requests are unclear, several people touch the experience, or conversations become tense. This customer service program helps participants strengthen the interaction itself, the handling of the request, and the behind-the-scenes coordination that customers still feel.

 Why can the experience still feel frustrating even when people are trying hard to help?

Because customers judge more than intent. They notice how they are treated, how clearly the request is handled, and how easy or difficult the process feels to navigate. This customer service course builds skill across all three, which is why it goes further than basic courtesy training. 

 Why do customer interactions sometimes get harder once questions, emotion, or complexity enter the conversation?

Service becomes more demanding when people have to balance clarity, empathy, process, and expectations at the same time. Many capable professionals move too quickly to answers, overexplain internal process, or lose the thread of what the customer actually needs. This customer service training gives participants a more structured way to manage those moments without sounding scripted or mechanical.

 Our team supports internal partners, not external customers. Why do the same service expectations still apply?

Internal customers still notice responsiveness, clarity, ownership, and how easy or difficult it feels to get help. One of the strengths of this customer service course is that it treats internal and external service as variations of the same experience expectation, which makes it highly relevant beyond traditional customer service roles. 

 At what point does strong service start to feel more credible and consultative?

Usually when the person stops responding only to the immediate request and starts understanding what the customer is really trying to accomplish. This customer service course introduces that shift through trusted advisor thinking, helping participants build credibility, empathy, and stronger judgment without turning the training into a sales or account management course. 
 

 How do we know whether the real need is Customer Service Excellence Program or Coaching for Customer Service Excellence?

Choose this customer service course when the challenge lives in the interaction itself, inconsistent handling, unclear communication, difficult moments, weak recovery, or too much variation in how service is delivered. Coaching for Customer Service Excellence is the better fit when leaders need to observe performance, reinforce standards, and coach others toward stronger consistency. The distinction matters because the two courses solve different problems. 
 

 Does this customer service training give people a usable structure for customer interactions, or is it mostly general advice?

It gives participants a practical structure they can use right away. A key part of the training is a four-step model for customer interactions that helps them set the tone, understand the ask, provide clear information or a solution, and close the interaction well. That structure is especially useful when service feels uneven under pressure.
 

 Does this customer service training cover phone and email service, or only live conversations?

It covers more than face-to-face service. Participants work with guidance for phone and email interactions, including telephone presence, holds, transfers, voicemail, and clear written communication. That makes this customer service training useful for teams whose service experience is shaped just as much by calls and email as by live conversations. 

 Will participants work on their own real customer situations during the course?

Yes. This customer service program includes reflection, application exercises, partner work, and practice built around participants’ own service situations. That helps the learning connect to the conversations and pressure points people already face, rather than staying theoretical. 

 What practical tools or takeaways do participants leave with?

Participants leave with practical models, checklists, job aids, and action planning tools they can use after the course. These include tools for structuring customer interactions, handling difficult situations, delivering disappointing news, and creating more consistency across service experiences.

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