Foundations of Customer Service

Every interaction with a customer is a chance to strengthen your organization’s reputation—or weaken it. 90% of consumers say customer service is important to their brand loyalty. Professionals who consistently deliver clear, empathetic, and solution-focused service have a measurable impact on customer retention and business performance. The Foundations of Customer Service course helps service professionals at all levels provide high-quality support across face-to-face and remote channels. Through real-world techniques and guided practice, you’ll gain the tools to manage difficult interactions, strengthen relationships, and improve overall satisfaction—for internal and external customers alike.

Course Details

Price:

$495.00

Days:

Location:

Virtual

Course Overview

This course provides essential techniques for navigating customer conversations with professionalism and confidence. You will learn how to: Recognize customer service benefits and define internal vs. external customer relationships Apply trends and success factors that shape positive customer experiences Improve communication through emotional intelligence and personal connection Handle difficult or unreasonable customers with confidence and professionalism Deliver excellent service across face-to-face and remote communication channels

1-day instructor-led customer service training Official course materials and real-world scenarios 7 Professional Development Units (PDUs) / 7 Continuing Development Units (CDUs) Certificate of completion Practical tools for immediate application Guaranteed to Run (select dates) Flexible rescheduling options (see conditions) 90-day access to class recordings

Customer Service Key Concepts

Explain the core benefits of customer service
Recognize the value of internal customer relationships
Identify how delivering great service benefits you personally
Understand how service excellence contributes to company success

How Customers Define a Company’s Success

Examine how customers evaluate service experiences
Identify current trends in customer service expectations
Understand the key elements that drive customer satisfaction

Enhancing Customer Satisfaction

Apply personal touch techniques to service interactions
Make positive and lasting impressions on customers
Adapt your service approach based on customer needs

Delivering Face-to-Face Customer Service

Understand the six types of face-to-face interactions
Apply key success factors for in-person service
Strengthen listening skills to better understand customer needs

Providing Effective Remote Support

Identify communication channels used in remote customer service
Apply best practices for virtual communication
Build rapport and maintain professionalism remotely

Handling Challenging Customer Situations

Learn strategies for dealing with difficult customers
Manage conversations with angry or frustrated individuals
Navigate uncooperative behavior from colleagues

Building Customer Loyalty

Recognize moments of truth that impact customer perception
Leverage customer complaints as opportunities to build trust
Follow the service recovery process to restore satisfaction

Class Dates & Times


07/23/2025 Virtual 09:00:00 to 17:00:00 CST Enroll Now $495.00
07/23/2025 Virtual 09:00:00 to 17:00:00 CST Enroll Now $495.00
10/22/2025 Virtual 09:00:00 to 17:00:00 CST Enroll Now $495.00

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