Customer Service Essentials: Empower Your Team to Deliver Outstanding Customer Service

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“Really impressed with both the content coverage and the quality of the advice in this course. If you’re running a customer service team or your job involves interfacing with customers, she presents a great set of tools for you to use. Highly recommended.” – Evan K

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“I believe this course is very important. This is not only for people in the customer care industry but also people interested in growing their careers. I am really getting a lot of knowledge that i am going to apply in my current role at work.” – Irene A.

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“I really enjoyed the course and there was a great deal of information that aligned with my experiences in customer support over the past 30 years.” – Michael P.


Trusted by 53,000+ professionals at leading Organizations Worldwide

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How The Customer Service Essentials Course Works

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Your Team Will Learn How To:

Customer Service Essentials Curriculum

  • Welcome to the Course!
  • Download Your Course Workbook
  • Bonus Templates Library
  • Exercises for Section 1
  • Download Lecture Notes
  • Why Customer Service Matters
  • Understanding the Value of Customer Feedback
  • Improving Your Company’s Reputation
  • Increasing Customer Retention
  • Short-Term Impact of Customer Service
  • Long-Term Impact of Customer Service
  • Increasing Customer Lifetime Value
  • The Cost of Providing Poor Service
  • Recommended Resources
  • Exercises for Section 2
  • Download Lecture Notes
  • The Importance of Going Above and Beyond
  • How To Stand Out From Competition
  • Transforming Customers into Brand Advocates
  • Companies that Go Above and Beyond
  • Increasing Your Professional Value
  • Developing a Positive Outlook
  • Good vs Outstanding Customer Service
  • Download: 50+ Creative Ideas to WOW Your Customers
  • Why Speed and Promptness Matter
  • Personalization for a Better Customer Experience
  • Surprise and Quality in Customer Service
  • Empathy, Clarity and Attentiveness
  • Time Management, Adaptability, and Self-Control
  • Persuasiveness and Product Knowledge
  • Quiz
  • Recommended Resources
  • Exercises for Section 3
  • Understanding Customer Lifetime Value
  • Customers Pay More for Excellent Service
  • Customers Can Be the Best Marketers
  • Creating Memorable Experiences
  • The Power of Word-of-Mouth Marketing
  • Quiz
  • The Influence of Social Media and Online Reviews
  • How Technology Impacts Communication
  • Ease of Access to Information
  • Fast Response Time
  • Why Stories Go Viral
  • Real World Examples
  • A Story of Compassion
  • A Song Goes Viral
  • A Toy Giraffe Becomes Famous
  • Choosing Policies Over Common Sense
  • Quiz
  • Recommended Resources
  • Exercises for Section 4
  • What Customers Want
  • Communication Platforms
  • Providing Quick Response Time
  • Personalizing Your Interactions
  • Quiz
  • First Impressions Count
  • Understanding Customer Needs
  • Becoming Aware of Nonverbal Cues
  • Building Customer Trust
  • Your Appearance Plays a Role
  • The Power of Your Voice
  • Controlling Facial Expressions
  • Using Your Body Language
  • Quiz
  • Recommended Resources
  • Exercises for Section 5
  • What Is Purposeful Smalltalk
  • Mastering the Art of Smalltalk
  • Building Trust Through Personalization
  • Understanding Emotions Behind Words
  • Using Upbeat Words
  • Download: Examples of Positive and Negative Language
  • Quiz
  • Validating Customer Emotions
  • Techniques for Giving Suggestions
  • Showing Gratitude
  • Matching Verbal and Nonverbal Behavior
  • Mirroring Body Language
  • Why Mirroring Works
  • Distracting Habits in Communication
  • Avoiding Multitasking
  • Allowing Conversations to Flow
  • Becoming Aware of Fidgeting
  • Explaining Without Data-Dumping
  • Omitting Filler Words
  • Quiz
  • Recommended Resources
  • Exercises for Section 6
  • What Is Active Listening?
  • Key Elements of Active Listening
  • Deterring Judgement
  • Reflecting to Build Rapport
  • Asking Probing Questions
  • Using Effective Questions
  • Closed-Ended vs. Open-Ended Questions
  • Download: 30+ Ideas for Questions to Ask Your Customers
  • Clarifying Important Details
  • Asking Leading Questions
  • Paraphrasing Information
  • Quiz
  • Responding with Tact
  • Avoiding Internal and External Distractions
  • Overcoming Communication Barriers
  • Becoming Aware of Cultural Differences
  • Understanding Pre-Existing Beliefs
  • How Cultural Differences Affect Communication
  • Quiz
  • Recommended Resources
  • Exercises for Section 7
  • Setting Realistic Customer Expectations
  • Providing Clear Time Estimates
  • Checking for Satisfaction
  • Why Customers Get Confused
  • Helping Customers Understand
  • Reviewing Customer History
  • Using Simple Language and Visuals
  • Quiz
  • The Role of Scripts in Customer Service
  • Managing Unreasonable Expectations
  • Providing Alternative Solutions
  • Turning Complaints Into Opportunities
  • Taking Action on Feedback
  • Download: Customer Service Survey Questions
  • Quiz
  • Recommended Resources
  • Exercises for Section 8
  • Submit Your Workbook
  • Course Completion Instructions
  • Share Your Feedback 

What's Included in the Training?

Flexible, Online Learning for Busy Teams

Scalable, cost-effective, and adaptable to your team’s unique needs and schedules.

Developed by Industry Experts

Gain access to real-world industry knowledge and best practices for success.

Practical, Hands-on Activities

Engaging video lectures, interactive quizzes, and valuable resources to promote learning.

Certificates of Achievement

Celebrate employee accomplishments with a digital course completion certificate.

Get Instant Access To:

About CustomersFirst Academy

Unlike many courses that focus on theory, CustomersFirst Academy training is based on years of experience in e-learning and a proven track record of customer service success.

Developed by industry professionals, our training is designed to equip your team with in-demand skills that will have a positive impact on your customers and your whole organization.

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Join Thousands of Happy Professionals Worldwide

Who This Course Is For:

Who This Course Is Not For:

Frequently Asked Questions About CustomersFirst Team Training

Our courses are delivered entirely online through a secure learning management system (LMS). Users can access the content from any device at any time. Lessons include bite-sized video lectures, interactive quizzes, digital workbooks and interactive activities. You have full control over the schedule and pace you’d like your team to complete the training.

Yes, our courses are fully responsive and can be accessed via any computer, tablet or smartphone. This allows maximum flexibility for users to learn from anywhere with an internet connection.

All reference materials, worksheets and case studies included in the lessons can be downloaded for offline use and mobile study. Video lectures must be viewed online.

Our dedicated support team is available via email during normal business hours. If you or your staff have any technical or administrative questions, our team is quick and happy to help!

Once an order is placed, we can have your team enrolled in 24 hours. Users simply need an internet connection and device to start learning right away. They’ll get a welcome email with login instructions and can access the learning materials right away!

Yes, our system allows administrators to easily track your team’s learning progress. This provides visibility into user course progress and who has completed training.

We continuously review and update our courses in response to changing customer needs and industry trends. You will receive access to course upgrades at no additional cost.

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100% Satisfaction Guarantee

If in the first 14 days of your purchase our training doesn’t address your learning and growth needs, we’ll reimburse you in full! No questions asked.

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