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Customer agents must be fully trained to respond to customers in a professional manner and resolve their issues quickly. Participants will learn effective communications skills, active listening and problem solving skills needed to do so.

Course Outline
The Challenge As Jan Carlson illustrated in his book Moments of Truth: “You can make or break the entire customer relationship in the first 30 seconds of contact. To the customer, your front line people are the company”. Customer agents must be fully trained to respond to customers in a professional manner and resolve their issues quickly. CCR is this essential training for Customer Service Reps.

The Solution Using a variety of interactive learning sessions, participants learn effective communications skills, active listening and problem solving skills which is immediately transferable to daily work. Participants will learn the best format for quick problem resolution in a team environment. Gathering information in an orderly manner promotes confidence in agents to resolve issues, builds cooperation in the group and fosters customer confidence. A positive attitude goes a long way in promoting excellence in customer service. Learn skills to treat your customers with empathy, sincerity and consistency.

Ideal Participants Ideal for new agents or as a refresher course for others.

Certification Course Certification provided by the Toronto Chapter of the International Customer Service Association through the Advisory Council.

Course Objectives include 1. Learn effective communication skills to improve the agent’s ability to deal with customers and co-workers.
2. Identify and practice strategies for effectively managing difficult customer situations.
3. Be better prepared to ask the right questions leading to higher problem resolution on first contact.
4. Formulate customer information for effective use in a team environment.
5. Understand stress and build a personal coping strategy.

Benefits 1. Make agents more productive in a team environment
2. Reduce agent turnover
3. Improve Customer Satisfaction

Here are some of the skills most needed to be coached and trained:

1. How to control a conversation, so it doesn't drag on needlessly
2. How to identify the needs of the caller
3. How to handle angry callers
4. How to project the intention 'to help' the caller
5. How to be honest with the caller
6. How to pay attention to every caller and not let your mind wander
7. How to be outcome focused without being pushy or dominating

Curriculum Day 1

Module 1 - Satisfying the Client
ICSA Introduction
Clients’ rights

Module 2 - Communication Skills
Barriers to communication
Verbal Skills
Good listening skills
Questioning skills

Module 3- The Team Network Concept
Overview of client-supplier relationships
How to be an effective team member

Module 4 - Exploring Behaviours
Behaviour types
How to respond to an aggressive client:
Non-assertive (passive) behaviour
Assertive behaviour
Act assertively on the job
Consequences of conflict
Negative attitudes

Module 5 - Face to face Listening Techniques
Active listening Skills
Telephone techniques
Voice quality & stereotyped perceptions

Module 6 - How to handle Difficult Clients
Client support summary
Difficult Customer exercises

Day 2

Module 7 - Managing Stress
Defining stress
Bodily responses to stress
Symptoms of stress
The modern physiological warnings
The psychological warnings
The “Wellness Wheel”
Building a personal stress management plan
Developing coping strategies

Module 8 - Problem Solving Skills
Problem solving process
1. Situation appraisal
2. Setting priorities
3. Understanding the facts
4. Determine what changed
5. Determine possible alternatives
6. Select most effective alternative
7. Implement the solution
8. Verify the solution
9. Proactive problem solving
Communicate findings
Service delivery teams
Team process
Prerequisites & Certificates


Certificates offered

Certificate of completion

Cancellation Policy
Any cancellations received more than 2 weeks prior to event will be refunded in full minus $100.00 administration fee). Cancellations made 1-2 weeks prior to event, will receive 50% refund. Less than 1 week prior to program start, no refund. Replacements are welcome. Note: CSPN has the right to cancel or reschedule its venues due to unforeseen circumstances. If a workshop cancellation occurs, CSPN will refund in full any payments that have been made for that event.
Map & Reviews
Customer Service Professionals Network (CSPN)
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Here are some reviews of the training vendor.
Corey Atkinson was absolutely wonderful to spend the day with. From the moment that we entered the room, he'd set a positive, engaging tone that was maintained and honestly, grew, throughout the day. The training was thorough and spoke directly to the issues that we were hoping to overcome when speaking with Difficult Customers. This course caused us all to stop and think about how we may change, not the customer, and why those changes are integral to being successful in providing good customer service.
Reviewed by 2017
The Instructor involved the entire group through the day. This made the course much more interesting and enjoyable being able to participate regularly. He also added a lot of humour.
Reviewed by 2013
the course was excellent, a good refreshmnet course of hwat is important in customer service. The training provider was excellent and she know how to present the material properly in order for the students to understand.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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