Customer Service Training

The Art of Giving and Receiving Good Service

Participants will evaluate their current customer service skills to create individual strategies for improvement. We will focus on reviewing positive skills, creating an action plan for improvement, developing measurable service standards, and attaining continuous improvement in customer service skills.

Topics include:

Seminar Tips:

Additional Customer Service Seminars Available

Effective Communications through Enhanced Customer Service

This course is a one-day seminar designed to improve customer service skills of personnel who communicate with clients by telephone and e-mail. The telephone component is a half-day seminar and the e-mail component is a half-day seminar. This training can be booked as a one-day offering or as separate half-day offerings.

Telephone Component:

  1. A Flash of the Obvious - Introduction

    Customer wants and needs - an experiential exercise

  2. Common Customer Complaints

    Words and phrases that irritate customers

  3. How Do You Sound

    Telephone voice self evaluation

  4. A Way with Words

    Developing "can-do speak" Re-phrasing exercise

  5. Meeting Challenges

    Dealing with upset, angry, dissatisfied, misinformed, demanding or surly customers

  6. Addressing Problems (opportunities)

    Seven progressive steps to problem resolution

  7. Why Customers Become Irate

    Experiential discovery exercise

  8. The Importance of Listening

    How to hear what is not said and confirm what was heard

  9. Voice Mail and General Tele-standards

    Departmental greetings, Desk telephone greetings

  10. Telephone Image

    Experiential exercise of re-stating common telephone responses

E-mail Component: Six Principles of Effective E-mails

  1. The Organization of an E-mail:

    How to organize your information so it's "reader-friendly"

  2. Ways to be E-mail Savvy:

    How to respond to customers with sensitivity and political correctness

  3. Following E-mail Etiquette:

    How to avoid committing an e-mail faux pas

  4. The Elements of an E-mail Message:

    How to make the most of an e-mail's three components

  5. How to Edit your E-mails:

    How to evaluate your e-mail's content and organization to achieve a professional appearance

  6. Using a Spell Checker Program:

    What can Spell Check do-and what can't it do

Seminar Tips:

Dealing with Angry and Difficult Customers

Successfully Turning Around Customer Complaints

Sharpen your customer service skills and build confidence in your ability to turn an angry complainer into a satisfied – and loyal – customer. This dynamic workshop is designed to help solve customer problems and build goodwill.

Participants will learn the most effective strategies for the following:

The following topics will be addressed and discussed:


We recommend using real case studies from client organizations in this workshop. Names, file numbers, and other identifying information can be changed to protect confidentiality. We can also include your organization’s customer service policies in the handout materials.

Schedule This Training

For groups of 3 or more participants

Cypress Media Group presents this seminar as an on-site offering at your work location or at an off-site location of your choice. We can customize this training program to suit your precise training needs.

For economic reasons, this seminar is only offered to groups of roughly three or more people with the same training needs. If you have a group with similar training needs, please call us at 770-640-9918 or E-mail to discuss your interest.

For fewer than 3 participants

We do not offer this course as an open enrollment public offering for individuals. If you have fewer than three participants who are interested in this course, the cost will be the same as for a larger group.

Please call us at 770-640-9918 or E-mail to discuss your interest.

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