Providing Outstanding Customer Service

Skip to Scheduled Dates

Course Overview

This one-day course will help you develop the perspective and skills to create memorable experiences for your customers. You will come away with an appreciation for the power and benefit of a positive customer service interaction for your customers, your organization, and you! Get insight into how customer service is about more than the issue you help solve at the moment – it is about creating advocates for your brand that help generate continuous value to your organization.

Who Should Attend

This course is for anyone seeking to provide exceptional customer experiences to internal and external customers. You will identify the keys to approaching the customer service role effectively, how to use different modes of communication, and techniques for providing consistently outstanding customer service.

Course Objectives

    • Define customer service in relation to both internal and external customers
    • Practice tips to internalize a healthy customer service mindset
    • Recognize the importance of identifying the customer’s needs and wants
    • Utilize techniques to connect with customers using different media
    • Deliver a customer service experience that creates brand evangelists

Course Outline

1. Customer Service – Getting Started

  • Who are your customers
  • What is customer service
  • Who provide customer service

2. The Customer Service Mindset

  • The power of the first impression
  • The importance of appearance
  • Using energy to meet customer needs
  • Dealing with heightened emotions

3. Identifying Customer Needs

  • Understanding what customers value
  • Values, assumptions, and points of view
  • Meeting basic needs
  • Exceeding expectations

4. Connecting with the Customer

  • Listening and hearing
  • Effective listening techniques
  • Using different communication methods
  • Effective digital communications
  • Artificial Intelligence and customer service

5. Delivering Memorable Service

  • Customer service as brand evangelism
  • Passion and outstanding service
  • Providing memorable service

< Back to Course Search

Class Dates & Times

Class times are listed Eastern time

This is a 1-day class

Register for Class

Register When Time Where How
Register 12/04/2025 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.