Event Description:

Delivering excellent customer service is no longer optional — it’s essential for business success.
Join our Customer Service Essentials 1-Day Workshop and learn how to create positive customer experiences that drive loyalty, trust, and long-term satisfaction.

This interactive and practical training course is designed for frontline staff, customer service representatives, sales teams, support executives, and anyone interacting directly with customers.

Through engaging discussions, real-life case studies, and role-play exercises, you will master proven techniques for handling customer complaints, managing difficult situations, and building rapport with customers in person, on the phone, and online.

By the end of this program, you will walk away with the confidence, communication skills, and mindset to deliver exceptional customer experiences that exceed expectations and strengthen your company’s reputation.

Learning Objectives:

✅ Understand the importance of customer service excellence in business success
✅ Develop a positive and professional customer service attitude
✅ Learn best-practice communication and listening techniques
✅ Handle complaints and challenging customers with confidence
✅ Build trust and long-term relationships through empathy and rapport
✅ Identify and apply the “Golden Rules” for service success

Who Should Attend:

Customer Service Representatives
Frontline Staff and Call Center Agents
Sales and Support Executives
Team Leaders and Supervisors
Anyone who interacts with customers and wants to improve service quality

Workshop Agenda (9:00 AM – 5:00 PM):

09:00 AM – 09:30 AM:
Welcome, Introductions, and Workshop Overview
• Icebreaker activity
• Understanding the impact of great customer service

09:30 AM – 10:30 AM:
Module 1: Assessing Your Attitude Toward Customer Service
• Identifying your current service mindset
• The importance of attitude in customer interactions
• Self-assessment and feedback exercise

10:30 AM – 10:45 AM:
Morning Tea / Coffee Break

10:45 AM – 12:00 PM:
Module 2: Effective Communication Skills for Great Service
• Practicing verbal, vocal, and non-verbal communication
• The power of tone and active listening
• Communicating empathy and understanding

12:00 PM – 01:00 PM:
Module 3: Building Rapport and Customer Relationships
• Demonstrating genuine care and respect
• Creating emotional connections that lead to loyalty
• Golden tips to exceed expectations

01:00 PM – 02:00 PM:
Lunch Break

02:00 PM – 03:15 PM:
Module 4: Handling Customer Complaints and Difficult Situations
• Turning complaints into opportunities
• Responding with empathy and professionalism
• De-escalation techniques for angry customers

03:15 PM – 03:30 PM:
Afternoon Refreshment Break

03:30 PM – 04:30 PM:
Module 5: Defining the Golden Rules for Service Success
• The “10 Golden Rules” of customer service excellence
• Applying best practices from world-class organizations
• Group activity: Designing your service commitment plan

04:30 PM – 05:00 PM:
Action Planning and Workshop Wrap-Up
• Developing your personal service improvement plan
• Key takeaways and closing remarks
• Certificate of Completion distribution

Key Benefits:

⭐ Strengthen your customer relationships and retention
⭐ Improve satisfaction scores and customer loyalty
⭐ Communicate confidently and professionally in all situations
⭐ Turn difficult customers into loyal advocates
⭐ Gain practical tools to implement immediately

Customer Service Essentials 1-Day Workshop |Grand Rapids, MI