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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.
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Course Overview

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.
  • Scroll right to view Objectives, Prerequisites, and Agenda

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

1. Understanding Customer Service

  • Describe Customer Service Benefits
  • Recognize the Importance of Internal Customer Service
  • Identify How Customer Service Benefits You
  • Excel with Customer Service

2. Identifying How Customers Define the Success of Your Company

  • Recognize Trends in Customer Service
  • Identify Criteria for Customer Satisfaction

3. Increasing Customer Satisfaction

  • Identify Characteristics of the Personal Touch
  • Create Lasting Positive Impressions on Your Customers

4. Providing Face-to-Face Customer Service

  • Identify Categories of Face-to-Face Contact
  • Understand the Critical Success Factors in Face-to-Face Customer Service
  • Identify the Characteristics of Active Listening

5. Providing Remote Customer Service

  • Identify Remote Customer Service Communication Channels
  • Apply Remote Customer Service Best Practices

6. Engaging Difficult Customers

  • Serve Difficult Customers
  • Manage Angry Customers
  • Deal with Difficult or Unhelpful Colleagues

7. Increasing Customer Loyalty

  • Optimize Moments of Truth
  • Recognize the Value of Customer Complaints
  • Identify the Stages of the Service Recovery Process
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