Communication Skills for Customer Service Excellence

Exceptional customer service is the lifeblood of any successful business. Yet all too often, customer service falls short of expectations. Customers complain of unhelpful staff, unclear communication, and a lack of urgency and care for their needs. The resulting damage to your business can be immense – from loss of sales to damage to your brand reputation.

That’s why investing in robust customer service training should be a top priority. TrainSMART’s customized in-person and virtual workshops equip your team with the skills and mindset to deliver best-in-class customer experiences.

Our interactive sessions are tailored to your organization’s specific needs. For example, some businesses require more product education support. Others need help managing difficult customer behaviors. TrainSMART focuses on the communication approaches that will solve your real-world customer service challenges.

The workshop covers both the art and science of customer care. Attendees first learn a framework for aligning communication to different behavioral styles. This allows them to flex their approach based on customer personalities. Next, they gain practical techniques for handling challenging interactions, from angry customers to vague complaints. Skills training in problem-solving, building trust, and telephone etiquette round out the curriculum.

Attendees enjoy small-group collaborations, roleplaying exercises, and reviews of real customer engagement case studies. Each leaves with a custom learning plan to immediately improve their customer service capabilities. Organizations consistently find that training quickly pays dividends through:

  • Increased customer satisfaction – Understanding behavioral cues and responding appropriately resolves issues faster and more completely.
  • Reduced customer churn – Better experiences lead to higher retention and loyalty.
  • Uplifted employee morale – Confident, happy staff stay motivated to serve customers well.
  • Enhanced brand reputation – Excellent service quality becomes synonymous with your brand name.
  • Higher sales – Satisfied customers spend more and are more receptive to upsells/cross-sells.
  • Problem avoidance – Proactive communication minimizes misunderstandings and complaints.

Target Audience

  • Organizations that are experiencing less than stellar external and/or internal customer service.

The Problem

  • Customers complain about your CSRs
  • Customers going to your competitors
  • Unmotivated, unfriendly, unconcerned, uncommitted CSRs

Our Solution

This workshop prepares attendees to:

  • Leverage their Behavior Styles
  • Influence Others
  • Respond Effectively to Specific Customer Behaviors
  • Build Ongoing Trust with Repeat Customers

Customer Service Communication Skills
Training Outline

  • Course Overview
  • What is Customer Service?
  • Leverage Your Behavior Style
  • Dealing with Difficult Customers
  • Be a Problem Solver
  • Telephone Techniques

“It is not enough to merely satisfy the customer; customers must be “delighted” surprised by having their needs not just met, but exceeded.”

A. Blanton Godfrey

Need An Instructor-led Virtual
Communication Training Workshop?

This workshop looks at behavior as a choice and increases awareness of the consequences behavioral choices have on others.  Participants learn that through adaptive behavior they can choose communication strategies that establish trust, minimize conflict, maximize cooperation, and create a positive work environment that increases productivity and enhances job satisfaction.

Virtual Workplace Communication Training

TrainSmart is a certified Woman-Owned Business Enterprise (2000) and a Woman Small Business (2015).

We have approximately 300 facilitators, professional development trainers, instructional designers, and content developers strategically located in the United States and around the world.

Partner With TrainSMART To Deliver Communication & Customer Service Strategies On-Site At Your Location!

 

Communication Workshops

TrainSMART offers in-person and virtual effective communication workshops for the workplace.

Communication Skills
Training

Clear, Concise, Compassionate

Talk Skills That Pay the Bills – Our communication training will equip your team to connect, collaborate, and drive results.

 

 

Communication Training For Employees

Corporate leaders engaged in TrainSMART's in-person workplace communication training, with a skilled instructor facilitating in a professional boardroom setting.

Communication Training
For Leaders

Inspirational, Transparent, Strategic

Our advanced communication training will empower leaders to inspire teams, resolve conflicts, and champion change through expert messaging and dialogue skills.

 

 

Communication Training For Leaders

 

Focused executives participating in TrainSMART's in-person executive communication training, with a skilled instructor leading the session in a professional boardroom setting.

Communication Training
For Executives

Inspirational, Strategic, Authoritative

Our intensive communication training equips executives to convey vision, lead with credibility, and maximize impact through articulate and thoughtful interaction.

 

 

Executive Communication Training

Engaged professionals participating in a TrainSMART corporate presentation skills training workshop in a modern office environment.

Presentation Skills
Training

Clear, Engage, Polish

Our corporate presentation training transforms subject matter experts into engaging speakers who captivate audiences and drive meaningful action.

 

Corporate Presentation Training

 

Executives participating in a TrainSMART in-person presentation skills workshop, engaging with a professional instructor in a modern corporate boardroom setting.

Executive Presentation Skills
Training

Strategic, Authoritative, Inspirational

Elevate your executive presence: Master the art of captivating audiences through our proven presentation skills training for executives.

 

Executive Presentation Training

 

Engaged professionals attending TrainSMART's in-person business storytelling workshop, with an instructor demonstrating techniques in a dynamic office environment.

Corporate Storytelling
Training

Authentic, Compelling, Strategic

Harness strategic storytelling to inspire, engage, and influence – our corporate storytelling training equips leaders with the narrative tools to drive change.

 

Corporate Storytelling Training

Group of professionals engaging in TrainSMART's in-person emotional intelligence training, with interactive activities led by an expert instructor in a collaborative workshop setting

Emotional Intelligence
Training

Self-Awareness, Empathy, Automated

Work together with a dependable training content developer such as TrainSMART to create compelling training materials.

 

Emotional Intelligence Training

 

Professionals engaging in TrainSMART’s executive presence training during an in-person workshop, with an experienced instructor guiding them in a corporate meeting room."

Executive Presence
Training

Gravitas, Connection, Vision

Project uncompromising executive presence and authority – our targeted training sharpens the skills to captivate rooms and drive results.

 

Executive Presence Training

 

Dynamic in-person workplace professional training session by TrainSMART, with a diverse group of employees actively participating in a well-lit corporate conference room.

Workplace Professionalism
Training

Polished, Curious, Discreet

Foster a culture of excellence – our professionalism training strengthens employee conduct to uphold organizational values and standards.

 

Professionalism Training

 

Group of employees participating in TrainSMART's in-person email etiquette training, with a professional instructor teaching in a well-equipped corporate training room.

Email Etiquette
Training

Clear, Concise, Courteous

Craft workplace-ready communications – our email etiquette training equips teams with the techniques to project polish and expertise through every inbox exchange.

 

Email Etiquette Training

 

Participants engaging in a TrainSMART professional writing workshop in a bright, modern classroom setting, with a visible instructor leading the session.

Professional Writing
Training

Clear, Concise, Engaging

Accelerate performance with targeted professional development – our business training sharpens the skills to enhance workplace productivity and results at scale.

 

Business Writing Training

 

In-person TrainSMART meeting facilitation training with a group of professionals gathered around a conference table, actively engaged in a collaborative discussion.

Meeting Facilitation
Training

Structured, Inclusive, Efficient

Harness the power of effective meetings – our meeting facilitation training sharpens leaders’ skills to steer group dynamics toward decisions and ownership.

 

Meeting Facilitation Training

 

Customer service professionals engaged in TrainSMART's in-person communication training, interacting in a hands-on workshop in a modern office environment

Customer Service
Communication Training

Engaging, Practical, Empowering

Elevate customer service through masterful communication – our targeted training fuses staff empathy and expertise to deliver five-star service and satisfaction.

Customer Service Communication Training

 

Presenting With Confidence
Training

Transformational, Interactive, Indespensible

Become skilled, confident, and quick on your feet in unplanned situations – register your team for TrainSMART’s 1-day, interactive Presenting With Confidence workshop.

Presenting With Confidence Training

Designing Effective Presentations
Training

Visual, Captivating, Transformational

Transform monotonous slides into visually captivating presentations that resonate with your audience by joining our immersive workshop where you’ll master advanced design techniques and create compelling materials tailored to your stakeholders’ preferences.

Designing Presentations Training

 

Presenting To Leaders
Training

Persuasive, Executive, Authoritative

Master the art of captivating and persuading executives by joining our intensive workshop where you’ll gain insider techniques to structure high-impact presentations, establish credibility, handle on-the-spot questions, and inspire leaders to action.

Presenting To Leaders Training

 

A group of five business professionals sitting around a conference table with a projector screen behind them. On the screen is a PowerPoint presentation slide titled "Key Financial Metrics" with various charts and graphs. The group looks engaged, pointing towards the slide and having an animated discussion

Designing Effective Presentations
Using PowerPoint

Dynamic, Captivating, High-Impact

Invest in your employees’ success by hosting our immersive in-house workshop and equip your team with the advanced PowerPoint skills to deliver visually stunning, persuasive presentations that drive business results.

Using PowerPoint For Presentations Training