Discover Classes. Earn Rewards.

Customer Service Excellence:How to Win & Keep Customers

Learn the essential skills to provide exceptional customer service and gain a competitive advantage in today's business environment. Join this course at the American Management Association and discover how to deliver better service, increase customer satisfaction, and manage challenging situations with professionalism. Sign up now and enhance your customer relationships for long-term success.

  • All levels
  • 21 and older
  • $2,295
  • Live, interactive online classroom
Customer Service Excellence:How to Win & Keep Customers

Start Dates (2)

  • $2,295
  • Live, interactive online classroom
20 seats left
Book
Show all 10 sessions
  • Mon, Apr 29 at 11:00am - 7:00pm
  • Tue, Apr 30 at 11:00am - 6:30pm
  • Mon, Jun 03 at 10:00am - 6:00pm
  • Tue, Jun 04 at 10:00am - 5:30pm
  • Mon, Aug 19 at 10:00am - 6:00pm
  • Tue, Aug 20 at 10:00am - 5:30pm
  • Mon, Oct 21 at 10:00am - 6:00pm
  • Tue, Oct 22 at 10:00am - 5:30pm
  • Thu, Dec 12 at 9:00am - 5:00pm
  • Fri, Dec 13 at 9:00am - 4:30pm
20 seats left
Book
Show all 8 sessions
  • Mon, Jun 03 at 10:00am - 6:00pm
  • Tue, Jun 04 at 10:00am - 5:30pm
  • Mon, Aug 19 at 10:00am - 6:00pm
  • Tue, Aug 20 at 10:00am - 5:30pm
  • Mon, Oct 21 at 10:00am - 6:00pm
  • Tue, Oct 22 at 10:00am - 5:30pm
  • Thu, Dec 12 at 9:00am - 5:00pm
  • Fri, Dec 13 at 9:00am - 4:30pm
Showing 12 of 2

Class Description

Description

What you'll learn in this customer service training:

Providing customer service excellence is what will keep your customers coming back.

Who Should Attend:

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.

Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. 

How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This training seminar on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

How you will benefit:

  • Deliver better, faster service and increase customer satisfaction
  • Learn how to gain repeat business
  • Know what customers expect
  • Increase your credibility with customers—and your value to your organization
  • Manage stressful situations more effectively
  • Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem

What you will cover:

  • The benefits of providing good customer service
  • Focusing on customer service excellence and success
  • How customer service creates revenue
  • Why customer satisfaction is based on perceptions
  • Focusing on customers’ top two expectations to save time and reduce stress
  • Managing customer expectations by personality style
  • Dealing with difficult customers
  • Responding effectively to specific customer behaviors

Course Outline:

Learning Objectives

  • Identify the Three Cs of Customer Service Excellence: Credibility, Communication, and Conflict Resolution
  • Understand How Customer Service Successes Create Revenue and Healthy Organizations
  • Appreciate the Importance of Building Trust in Both Internal and External Customer Service Relationships
  • Recognize How Prioritizing and Focusing on Your Customer’s Top Expectations Can Save Time and Reduce Stress
  • Develop Strategies for Remaining Calm and Optimistic Under Pressure
  • Expand Your Communication Skills and Improve Interactions with Customers By Understanding Both Personality and Listening Styles
  • Understand the Power of Words When Communicating Via the Different Customer Communication Channels
  • Recognize and Respond Effectively to Specific Customer Behaviors
  • Remain Calm While Implementing the Recovery System to Turn a Challenging Customer into a Happy, Repeat Customer

The Power of Customer Service Excellence

  • Understand How Customer Service Creates Revenue and Healthy Organizations
  • Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

Creating a Culture of Credibility with Internal Customer Service

  • Identify Internal and External Customers
  • Appreciate That Internal Service Is Just as Important as External Service
  • Understand the Two Levels of Customer Service
  • Gain Influence Over Issues You Can’t Control
  • Recognize the Importance of Building Trust in a Customer Service Relationship

Building Credibility By Managing Customer Expectations

  • Discuss the Role of Perception in Satisfying Customers’ Expectations
  • Identify the Source of Customers’ Expectations
  • Determine Customers’ Top Expectations
  • Recognize How Prioritizing and Focusing on Customers’ Top Expectations Can Save Time and Reduce Stress

Managing Conflict with Professionalism Under Pressure

  • Understand How Emotions Are Created
  • Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
  • Use Body Language to Manage Your Emotional States
  • Change Emotional States to Avoid Negative Carryover

Effective Communication Styles for Customer Satisfaction

  • Understand Your Own Personality Style
  • Identify the Personality Styles of Others
  • Use Personality Styles to Communicate with Your Customers Based on Their Preferences
  • Expand Your Communication Skills for Better Results with Customers

Effective Communication with Personalized Listening Skills

  • Enhance Listening Strengths
  • Reduce Listening Liabilities
  • Identify Your Customers’ Listening Styles and Your Own
  • Build Rapport with Customers and Expand Your Influence

Customer Communication Channels and the Power of Words

  • Identify the Different Types of Customer Communication Channels
  • Appreciate the Power of Words
  • Use Persuasive Language Patterns
  • Identify Techniques to Stand Out on the Telephone
  • Compose Email Correspondence That Customers Will Read, Understand, and Appreciate
  • Use the Power of Social Media to Enhance Customer Service

Strategies for Dealing with Challenging Customers

  • Recognize and Respond Effectively to Challenging Customers
  • Understand the Physiology of Anger
  • Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System
  • Apply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers

Reviews:

★★★★★
"encouraged our interactions"
The instructor knew the material well and kept everyone's attention to the topics and key takeaways. Also encouraged our interactions and feedbacks which allowed us to learn from one another as well.

Tim G.
4/5/2021



★★★★★
"I learned so much"
I really enjoyed this seminar. Hazel was wonderful and I learned so much. I can't wait to apply what I learned and grow in my job as a customer service rep.

Andria M. 
4/5/2021

Remote Learning

This course is available for "remote" learning and will be available to anyone with access to an internet device with a microphone (this includes most models of computers, tablets). Classes will take place with a "Live" instructor at the date/times listed below.

Upon registration, the instructor will send along additional information about how to log-on and participate in the class.

Refund Policy

For Classroom, Live Online, Express Skills Courses and Webinar programs, you may transfer to a future session, send someone to take your place, or cancel for a 5% fee up to 23 days prior to your program.

If you provide AMA with less than 23 days’ notice, or fail to attend, you will be liable for the entire program fee.

Programs included in AMA On Demand offerings are not eligible for substitution, transfer, cancellation, return, or refund. We appreciate that this is an important investment for you and your company and would like to accommodate your needs the best we can.

Please email us at [email protected]

In any event where a customer wants to cancel their enrollment and is eligible for a full refund, a 5% processing fee will be deducted from the refund amount.

Reviews of Classes at American Management Association (5)

Benefits of Booking Through CourseHorse

  • Booking is safe. When you book with us your details are protected by a secure connection.
  • Lowest price guaranteed. Classes on CourseHorse are never marked up.
  • This class will earn you 22950 points. Points give you money off your next class!

Questions & Answers (0)

Get quick answers from CourseHorse and past students.

Similar Classes

American Management Association

The American Management Association, International (AMA) is the global leader in talent development. Founded in 1923, AMA supports the goals of individuals and organizations through a complete range of educational products and services, including instructor-led classroom and virtual seminars, webinars,...

Read more about American Management Association

CourseHorse Approved

This school has been carefully vetted by CourseHorse and is a verified Online educator.

American Management Association

Give This Course as a Gift Card

  • Thousands of classes
  • No expiration
  • Unique and memorable gifts for any occasion
  • Personalized
  • Explore a passion, gain a new skill, discover a new hobby, engage in a memorable experience
  • Instant delivery
  • Lock in a price with the Inflation Buster Gift Card Price Adjuster™

Buy a Gift Card

Book this Class as a Group Event

Booking this class for a group? Find great private group events

Or see all Professional Group Events

Explore group events and team building activities ranging from cooking, art, escape rooms, trivia, and more.

CourseHorse Gift Cards

  • Creative & unique gift for any occasion
  • Thousands of classes & experiences
  • No expiration date
  • Instant e-delivery (or choose a date)
  • Add a personalized message
  • Lock in a price with the Inflation Buster Gift Card Price Adjuster™
Buy a Gift Card
gift card with the CourseHorse logo gift card with the CourseHorse logo
Loading...