Excellence in Customer Service

The training workshop concentrates on how to maximize your effectiveness by defining expectations, establishing ground rules and gives you a new confidence. Following topics are covered in this one day workshop:

  1. What is Customer Service ?
    - factors that make service good vs. those that ruin a customer service interaction.
  2. Customer Service is an Attitude not a Department
    - Internal and External Customers
    - Internal Service is just as Important as External Service
  3. Customer Expectations
    - Focusing and Prioritizing the Top Expectations of Customers
    - Creating a Service Mission Statement to stay Focused
  4. Attitude
    - Attitude is a Choice that is Controllable
    - A Formula for Success
  5. Having Influence in the Organization
    - Understanding the Two Levels of Customer Service
    - Documenting Customer Concerns
  6. Personality Styles
    - Understanding Styles
    - Typing Ourselves and Others
    - Applying to Customer Relations and Team Building
  7. Listening Skills
    - Three Styles of Listening
    - Removing Obstacles to Listening
    - Practicing Proactive Listening Habits
    - Handling Customers With Listening Problems
  8. Telephone Techniques
    - Standing Out From the Competition
    - Doing the Basics Better: Greetings, Holds, Transfers, Returning Calls, Voicemail
  9. Vocabulary
    - Keeping Customers Calm with Words
    - Persuasive Language Patterns to Gain Cooperation
  10. Angry/Difficult Customers
    - 5-Steps from Angry to Repeat Customer
    - 3-Steps for Maintaining Our Composure


Available Formats for Employees and Managers
At our training centre in downtown Toronto.

Full Time : 1 weeks (6 Hrs/day - 10.00 AM to 5.00 PM with one hour lunch break) weeknights/weekends
Part Time : 2 weeks (3 Hrs/day - 10:00 AM to 1:00 PM or 1:00 PM to 4 PM) weeknights/weekends
Cost : $3,999.00 + HST

We offer a 10% discount for each additional participant

Online Training
Please click here to register online or for more information contact us
Pay ment Options:
  • Pay through email interac to support@train4career.net.
  • For organizations wishing to pay thru a company cheque, please request an Invoice and mail a cheque pay able to "1437467 Ontario Inc." and send to: 4789 Yonge Street, Suite 1014, North York, ON M2N0G3.

    For any enquiry please call us at 647-271-3330 or email us at: support@train4career.net