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Our interactive 1-day customer service training workshop is fun, relaxing, enjoyable, and provides easily applicable solutions for service excellence that are proven to work in today's toughest customer service arena.

Course Outline
Who Needs Customer Service Training? Your company needs it! And everyone in your company who deals with people (both customers and colleagues) needs it!

Our Customer Service program is a certificate-granting one-day workshop that will give you the building blocks needed to enhance your career in customer service and obtain world-wide recognition as a Customer Service Professional.

In this era of intense competition and rapid technology changes, effective customer service means real increases in a company’s revenues. Companies that provide poor service find out very quickly that it is a ‘need to have’ not simply a ‘nice to have’.

With the cost of doing business rising rapidly, the threat of losing a customer makes customer service that much more critical to your business’ success. When you use the techniques you will learn in this workshop, everyone will benefit – you, your company, and your customers!

So, who needs this program? Companies like yours that want to grow and succeed, and people like you who want to grow and succeed with them!

Highlights of what you will learn: This interactive workshop is fun, relaxing, enjoyable, and easily applicable solutions for service excellence that are proven to work in today's toughest customer service arena - the real world. The program addresses topics that include understanding customer expectations, profiling difficult customer situations, dealing with customer objections, a model for effective complaint resolution and how to use assertive techniques and positive language to diffuse difficult situations, reduce stress, promote team commodore, creating a positive customer experience and creating a win-win situation.

Module One: The Value of a Customer

• What is a customer worth?
• Why customers leave

Module Two: Handling Customer Interactions

• Effective Telephone interactions

Module Three: Service Cycle Framework

• Step 1: Greet
• Step 2: Listen
• Step 3: Negotiate
• Step 4: Resolve

Module Four: Effective Customer Questioning

• Types of questions
• Question scenarios

Module Five: Difficult Customers

• Four personality types
• Why deal with difficult customers
• Irate clients
• Confused clients
• Righteously indignant clients
• Chatty clients
• When you can’t say ‘yes’
• Never Say Never No More
• Customer Service Role Play and Critique

Module Six: Team Work

• The value of teams
• A note about diversity
• 4 stages of team dynamics
• Team roles and Team building exercise

Module Seven: Dealing with Stress

• Kinds of stress
• Causes and effects of stress
• Techniques to deal with stress

Module Eight: Problem Resolution

• Problem Resolution Process
• Situational appraisals / setting priorities
• Proactive problem-solving
• Conflict Role Play
• Accepting and giving feedback

Who Should Attend? You will benefit from this seminar if you are responsible for ensuring and improving customer
satisfaction within a business or organization, especially if you work in:
  • Customer service department
  • Help desk department
  • Contact Centre
  • Service and Sales
  • Administration
BIO– Corey Atkinson, Professional Speaker & Corporate Trainer

Corey is a sharp and seasoned training specialist who exemplifies leadership in all walks of life.
As a professional speaker, corporate trainer and consultant, Corey works with clients to enhance
their clients’ customer experience and strengthen their service skills. He is energetic,
entertaining, but most of all educating - a respected instructor, who has a natural ability to
connect with all levels of a business - from the CEO to Customer Service Representatives.
With over 10 years of experience in numerous organizations - both for profit and non-profit, has
allowed Corey to become a recognized professional in customer service and leadership.
Participants of workshops facilitated by him provide exceptional feedback with comments such as "fun and interactive" and "knowledgeable with meaningful examples".

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)
[ View Provider's Profile ]


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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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