Customer Service Skills Certificate Series

Quality customer service is essential to your business and plays a central role in maintaining your competitive advantage. Companies that provide outstanding customer service build relationships, retain lifelong customers and can easily be set apart from their competition.

AIM HR Solutions offers an interactive and relatable training program where participants learn why increasing sales are essential and how to create loyal customers for your business. There is no substitute for outstanding customer service and no excuse for poor service. 

Who Should Attend? 

  • Employees who interact with customers either internally or externally 
  • Drivers who interact with customers as part of their role
 

These classes are offered as onsite training at your location. For more information contact Beth Yohai BYohai@AIMHRSolutions.com.

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Beth Yohai

Senior Director Business Development

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Customer Service Training: Offer one class or the full series.

 

Class 1 | Becoming a Customer Service Professional

Develop an understanding of the value of customer service and learn how to create a culture of service in the workplace. True customer service excellence requires identifying both internal and external customers. In this class you will: 

  • Understand why complaints are critical to the customer service process
  • Identify the key behaviors that create a service environment
  • Recognize and apply the four items customers value most
  • Know the key stages of the customer service cycle
  • Discuss the role of attitude in your job

Class 2 | Good Communication Means Great Customer Service

Master the art of communicating effectively with all of your customers, both internal and external. Gauge the impact of common communication barriers, such as perceptions, personal bias, assumptions, viewpoints and lack of practice. In this class you will: 

  • Become more aware of different communication styles, including your own
  • Understand the impact of perceptions, assumptions and viewpoints, on the communication process
  • Improve your active listening skills

Class 3 | Dealing with Difficult Customers

How do you positively impact an interaction with difficult customers? Knowing how to diffuse anger, say no, and offer alternatives can help satisfy customers when things go wrong. In this class you will: 

  • Understand how to manage and satisfy your difficult customers – especially, angry or frustrated ones
  • Learn how to build rapport and problem solve creatively to support even the most difficult customers and situations
  • Learn techniques for improving relationships with your customers when you have to say ‘no’
  • Understand why customer complaints are gems and the importance of capturing them through well thought out internal processes

Class 4 | Managing Multiple Priorities

Welcome to the customer service juggle! Knowing how to prioritize your work and responsibilities is not easy. Time management and organization are the keys to success but where do you start? In this class you will: 

  • Help to identify ways to prioritize your work
  • Discuss barriers to juggling and accomplishing multiple priorities
  • Discover time management tips and how to implement them in the workplace
  • Review strategies for dealing with stress in the workplace

 

Class 5 | Customer Service Strategies for Professional Drivers [Optional]

Drivers are often the face of your business to customers. In addition to skilled driving, a strong customer service focus is essential. In this class you will: 

  • Define superior customer service and why it is important for drivers
  • Identify the critical behaviors that create a climate of service and build customer loyalty
  • Describe behaviors for managing service opportunities for drivers
  • Understand and appreciate the process of communication as an important factor in professional effectiveness
  • Learn how drivers can best manage and satisfy difficult customers - especially those who are angry or frustrated

*Small group activities and self-assessment tools are used.

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617.488.8332

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