Customer Service Training
via Noble Desktop
Affiliated with Course Report
Develop practical communication skills for customer-facing work in Noble Desktop's training course. The curriculum examines how service interactions can be handled with clarity and attention to the customer's needs. You consider the choices involved in responding to requests, addressing problems, and maintaining a professional approach through the interaction.
What's included
- Free course retake within one year to refresh the material and gain practice.
- Course workbook
- Class recordings
Overview
What defines exceptional customer service, and why does it matter? In this three-hour workshop, participants explore case studies of companies with high customer service standards and discuss the role of goodwill. They’ll learn seven key principles of outstanding customer service.
In this hands-on workshop, participants practice verbal and non-verbal communication, active listening techniques, and effective questioning strategies. By the end of the workshop, participants will be able to apply problem-solving skills to accurately assess customer needs and confidently resolve complaints.
Schedule & enrollment
Find dates that fit your schedule, then book on Noble Desktop.
- Live tuition
- $199
- Course length
- 3 hours
All class times are Eastern (ET).
-
Dates
Class time
Starts at 2pm ET
Final session ends at 5pm ET
Attend
In-person or live online
-
Dates
Class time
Starts at 2pm ET
Final session ends at 5pm ET
Attend
In-person or live online
-
Dates
Class time
Starts at 2pm ET
Final session ends at 5pm ET
Attend
In-person or live online
-
Dates
Class time
Starts at 2pm ET
Final session ends at 5pm ET
Attend
In-person or live online
Confirm current dates and availability on Noble Desktop before booking. Enrollment opens in a new tab.
Curriculum
What you'll learn
- Explore case studies of companies recognized for exceptional customer service
- Discuss the concept of goodwill and its impact on customer relationships
- Learn seven essential principles of excellent customer service
- Practice effective verbal and non-verbal communication techniques
- Understand the importance of organization in delivering consistent service
- Discover how team collaboration leads to better customer outcomes
- Develop skills to accurately assess customer needs
- Examine how confidence influences customer interactions
- Learn techniques for diplomatically and effectively resolving customer complaints
Course syllabus
Module 1 – Defining customer service
I. What is good/exceptional customer service?
- Case studies: three exceptional companies
- What is your company’s policy?
- What is goodwill?
II. 7 Principles of customer service
- Support customers as a team, listen, don’t be robotic
- Be empathetic and honest, be knowledgeable and answer in a timely manner
Module 2 – Developing customer service skills
III. Communication
- Listen, patience, empathy, difficult conversations
IV. Organization
- Spreadsheets, databases, keep track of frequently asked questions
- Automation of repetitive tasks
V. Collaborative tools to help avoid multiple responses
- Demo of tools
Module 3 – Solving problems
VI. How to best assess the situation
- Is the customer always right?
VII. Building confidence
- Knowledge of product
VIII. Listen to resolve, not to argue
- Asking the kinds of questions that elicit the information you need
Course Reviews
Is this course right for you?
Choose this course for customer-service interactions and support work. If your responsibilities also include directing and developing a team, compare Applied Leadership & Management Skills for a separate focus on communication and people management.