Customer Service Training Company in Los Angeles, CA?
Transform Your Customer Service Team with TrainSMART’s Customer Service Training
Exceptional customer service is crucial for business success. But poor training leaves staff ill-equipped to handle today’s diverse customers and complex scenarios. This weakens your competitive advantage, damages retention and referrals, and directly impacts your bottom line.
Don’t let insufficient training undermine your customer experience. Partner with Los Angeles-based customer service training company, TrainSMART to empower your team with the strategic mindset, practical skills, and confidence to deliver memorable service.
For over 30 years, TrainSMART has enabled companies to radically improve customer satisfaction and loyalty through interactive workshops tailored to your needs. Your representatives will master the techniques to “WOW” every customer and turn them into advocates for your brand.
Benefits Your Team Will Gain with Customer Service Training
- Recognize the immense impact great service has on revenue, referrals, and retention
- Master communication skills like active listening, vocal tone, and explaining clearly
- Adjust the approach to connect better with each customer’s needs
- Develop warm and professional phone, email, and in-person etiquette
- Constructively solve problems to transform unhappy customers into fans
- Manage stressful situations smoothly and empathetically
- Create memorable “WOW” moments that exceed expectations
- Cultivate a customer-focused mindset that views every interaction as valuable
- Establish trust and negotiation tactics to strengthen relationships
- And much more!
Key Topics Covered
- How customer service drives your competitive advantage
- Steps for delivering consistent and outstanding experiences
- Adapting your communication style to various customers
- Responding smoothly to difficult customer behaviors
- Fostering a positive service culture across your organization
- Building loyalty through unforgettable service
Don’t lose sales from unsatisfied customers. Invest in your staff with our transformative training programs. In just one day, your team can gain the skills to take your customer service to the next level.
Customer Service Training Outline
Customer Service Impact: repeat, referral, and retention
- Understanding the long-term value of excellent customer service
- The economic impact of customer retention vs. new customer acquisition
- How positive experiences drive customer referrals
- Strategies for encouraging repeat business through superior service
Verbal, visual, vocal communication
- Mastering clear and concise verbal communication
- Understanding the impact of body language with customer interactions
- Using tone of voice effectively to convey empathy and professionalism
Listening skills
- Active listening techniques for understanding customer needs
- Overcoming barriers to effective listening
- Demonstrating attentiveness through verbal and non-verbal cues
Asking questions
- Techniques for asking open-ended and closed-ended questions
- Using probing questions to gather necessary information
- Employing clarifying questions to ensure understanding
Giving instructions
- Methods for providing clear and concise instructions
- Confirming customer understanding of instructions
- Handling questions about instructions effectively
Communication Styles
- Introduction to different communication styles (e.g., assertive, passive, aggressive)
- Identifying customer communication styles
- Adapting personal communication style to match the customer’s preferences
Communication Etiquette
- Strategies to engage the customer from the first interaction
- Creative and sincere ways to express gratitude to customers
- Techniques for going beyond basic politeness to create memorable experiences
Developing and delivering a positive, service attitude
- Cultivating a customer-centric mindset
- Techniques for maintaining a positive attitude in challenging situations
- The impact of attitude on customer perception and satisfaction
Email and Phone Etiquette
- Best practices for professional email communication with customers
- Effective phone communication techniques
- Managing customer interactions across multiple channels consistently
Basic problem-solving skills
- A structured approach to identifying and solving customer issues
- Techniques for gathering and analyzing information
- Decision-making strategies for resolving customer problems
Strategies to manage challenging customers and emotions
- De-escalation techniques for handling upset customers
- Managing personal emotions in high-stress situations
- Turning negative experiences into positive outcomes
Creating the WOW: Moving from satisfying customer expectations to exceeding them
- Understanding the difference between meeting and exceeding expectations
- Techniques for surprising and delighting customers
- Personalizing the customer experience for maximum impact
Creating a customer-focused culture: every interaction is an opportunity!
- Developing a customer-centric organizational mindset
- Empowering employees to make decisions that benefit the customer
- Recognizing and rewarding exceptional customer service
Role Play: Practicing the skills
- Scenario-based exercises to apply learned concepts
- Peer feedback and self-reflection opportunities
- Practicing difficult customer interactions in a safe environment
Throughout the customer service training, there will be an emphasis on:
- Real-world examples and case studies
- Interactive discussions and group activities
- Practical tips for immediate implementation
- Metrics for measuring customer service success
The goal of this training is to equip participants with the knowledge, skills, and attitude necessary to deliver exceptional customer service that drives business success through customer loyalty and positive word-of-mouth.
TrainSMART Los Angeles Google Reviews
Meet Del Black
Del Black is TrainSMART’s Los Angeles Learning & Development Consultant who has over 30 years of experience in training, coaching, and consulting both inside major corporations and as an external consultant. She works in aerospace, hi-tech, engineering, construction, manufacturing, city government, academic, and nonprofit environments. Her focus is on working collaboratively to provide performance solutions for individuals, work teams, and organizations that increase effectiveness and show measurable results.
Training & Facilitation Specialties
- Leadership Skills Training
- Supervisory Skills
- Presentation Skills Training in Los Angeles, CA
- Time Management
- Team Effectiveness
- Facilitator Train the Trainer
- Customer Service Training in Los Angeles, CA
- Communication Skills Training in Los Angeles, CA
- Interpersonal Skills
- Emotional Intelligence
- DiSC® Workshops
- Team Coaching
- Problem-Solving
- Strategic Planning Workshops
- Process Improvement
- Executive Coaching for Universities
- Talent Development for Universities
Contact TrainSMART now to learn more and request a personalized proposal. The time is now to WOW every customer, boost referrals and maximize retention. Let us make your service unmatched.
