Foundations of Customer Service

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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

Customer Service Key Concepts

  • Explain the core benefits of customer service
  • Recognize the value of internal customer relationships
  • Identify how delivering great service benefits you personally
  • Understand how service excellence contributes to company success

How Customers Define a Company’s Success

  • Examine how customers evaluate service experiences
  • Identify current trends in customer service expectations
  • Understand the key elements that drive customer satisfaction

Enhancing Customer Satisfaction

  • Apply personal touch techniques to service interactions
  • Make positive and lasting impressions on customers
  • Adapt your service approach based on customer needs

Delivering Face-to-Face Customer Service

  • Understand the six types of face-to-face interactions
  • Apply key success factors for in-person service
  • Strengthen listening skills to better understand customer needs

Providing Effective Remote Support

  • Identify communication channels used in remote customer service
  • Apply best practices for virtual communication
  • Build rapport and maintain professionalism remotely

Handling Challenging Customer Situations

  • Learn strategies for dealing with difficult customers
  • Manage conversations with angry or frustrated individuals
  • Navigate uncooperative behavior from colleagues

Building Customer Loyalty

  • Recognize moments of truth that impact customer perception
  • Leverage customer complaints as opportunities to build trust
  • Follow the service recovery process to restore satisfaction

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Class Dates & Times

Class times are listed Eastern time

This is a 1-day class

Register for Class

Register When Time Where How
Register 07/23/2025 9:00AM - 5:00PM Online VILT
Register 10/22/2025 9:00AM - 5:00PM Online VILT

The classes listed are available to all United Training customers and does not reflect, in any way,
the availability or support of technology within the University of Maine System.