Course Overview

Every interaction with a customer is a chance to strengthen your organization’s reputation—or weaken it.  90% of consumers say customer service is important to their brand loyalty. Professionals who consistently deliver clear, empathetic, and solution-focused service have a measurable impact on customer retention and business performance.

The Foundations of Customer Service course helps service professionals at all levels provide high-quality support across face-to-face and remote channels. Through real-world techniques and guided practice, you’ll gain the tools to manage difficult interactions, strengthen relationships, and improve overall satisfaction—for internal and external customers alike.

Who Should Attend

This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.

Course Objectives

This course provides essential techniques for navigating customer conversations with professionalism and confidence.

You will learn how to:

• Recognize customer service benefits and define internal vs. external customer relationships
• Apply trends and success factors that shape positive customer experiences
• Improve communication through emotional intelligence and personal connection
• Handle difficult or unreasonable customers with confidence and professionalism
• Deliver excellent service across face-to-face and remote communication channels

Course Outline