Customer Service Management Excellence in Service

Excellence in Service


Date of Class:


Last Day To Enroll:

790.00 790.00

  • Course Delivery: Virtual Classroom
  • Language: English

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This course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Excellent customer service is so crucial in all successful organizations. Participants learn to effectively provide service and develop service behaviors in others. This course includes several interactive exercises in which participants apply skills learned in class.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.
  • Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors.
  • Understand their customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.

Topics Covered

Unit 1: Customer service fundamentals
  • Topic A: Customer service and customers
  • Topic B: Customer interaction
  • Topic C: Customer expectations

Unit 2: Customer service skills
  • Topic A: Attitude and attention
  • Topic B: Quality of service
  • Topic C: Problem resolution

Unit 3: Customer management
  • Topic A: Dissatisfied customers
  • Topic B: Angry customers
  • Topic C: Upset customers
  • Topic D: Stress in service situations

Unit 4: Customer communication
  • Topic A: Communication fundamentals
  • Topic B: Interpersonal communication
  • Topic C: Telephone skills
  • Topic D: E-mail etiquette

Unit 5: Service Standards
  • Topic A: Fundamentals of Service Standards
  • Topic B: Monitoring Service Standards
  • Topic C: Management and Service Standards

Unit 6: Service Teams
  • Topic A: Teams as a Service Solution
  • Topic B: Employee Selection
  • Topic C: Team Training and Empowerment
  • Topic D: Motivation

Unit 7: Customer Loyalty
  • Topic A: Understanding Your Customers
  • Topic B: Customer Loyalty Development
  • Topic C: Employee Loyalty
  • Topic D: Memorable Service


There are no prerequisites for this course.


Subject Matter Expert

Productivity Point Global is led by a team of individuals
with world-class experience in professional development
skills and leading edge technologies. These established
professionals collaborate to drive PPG's business forward
through entrepreneurial innovation, strategic
partnerships, brand management and sales growth.

Productivity Point Global, previously ExecuTrain of
Florida, began in 2003 and evolved out of a desire to
increase our outreach both nationally and
internationally. Utilizing the highest standard in
customer service combined with our subject matter experts
and high-end training venues, PPG has carved a niche by
consistently expanding our corporate and government
client base, originally hosted in the southeastern region
of the US.

By consistently setting quality as the benchmark of our
value system, PPG combines strategic partnerships and
cutting edge technology with our determined efforts to
branch out into other regions. PPG's combination of
technology and professional skills training, IT
outsourcing, and event hosting enables us to place a
focused emphasis on the diversified business needs of our
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Why Choose

  • Fast and easy courses completion
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  • Over 500,000+ certified nationwide.