Customer Service: How to Provide Quality Service


COURSE COST: $195.00

COURSE TIMES: 9:00am - 12:00am

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There's more to customer service than polite words like "Please and Thank you." You have to mean it. You have to truly want to serve customers. That doesn't mean give in to every demand. It means putting on your "Can Do" hat and working with customers to resolve their issues and earn their business.

This interactive workshop will focus on successful strategies for building and maintaining a solid customer base. We'll help you find ways to better understand the needs of your customers, handle complaints and difficult customers, and anticipate your customer's needs. Customer service is the foundation on which success and profitability can be built. After all, it's easier to keep customers than to find new ones.


Everyone in an organization has something to do with customers daily. This class is ideal for Customer Service Representatives, Account Representatives, Managers and Supervisors. The principles covered in this course should be applied for internal and external customers alike.
There are no prerequisites for this course.


*Course Cost listed does not include the cost of courseware or lunch, required in your registration. Please refer to your Enrollment Sales Order or Invoice for the additional cost. If you have any questions, please contact us ( or 207-775-0244).


Winning with the Customer
Do You Have What It Takes to Win with the Customer?
Comparing Customer Service to a Refrigerator
What Is Quality Customer Service?
Four Reasons Why Quality Service Is Important
Adopting a Customer Service Perspective
Why Winning at Customer Service Is Important to You

Transmit a Positive Attitude
Be Attentive to Your Appearance
Monitor the Sound of Your Voice
Use the Telephone Effectively
Stay Energized

Identify Customer Needs
Understand Basic Needs
Be Aware of Timing Requirements
Stay One Step Ahead of Your Customers
Remain Attentive
Practice Skillful Listening
Obtain Feedback

Provide for the Needs of Your Customers
What Are the Characteristics of the Services You Provide?
Meet Basic Needs
Perform Important Back-Up Duties
Send Clear Messages
Say the Right Thing
Sell Your Organization's Uniqueness
Meet the Computer Challenge
Prepare for the Unexpected

Make Sure Your Customers Return
Handle Complaints Effectively
Get Difficult Customers on Your Side
Take That One Extra Service Step

Assess Your Customer Service Skills
Service Provider Self-Assessment Scale