Customer Service Training Guides

Customer contact centers face a number of new developments: more channels, higher levels of complexity, and greater strategic value. In this course, Brad Cleveland shows you how to leverage these developments to set up your organization for maximum success

Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control

In this course, customer service expert David Brownlee shows how you can use personality assessments to bolster your confidence that you’re hiring the right people for your customer service roles.

Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone.

Customer service expert Jeff Toister shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.

Customer service expert Jeff Toister helps frontline employees identify where they can manage the expectations of customers to avoid upsetting them down the line.

Secrets to managing customer service teams are revealed in this course by customer service expert Jeff Toister. Learn what separates great service from poor service, and how to set service team goals.

In this course, customer service expert Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty.

In this course, Chris Croft focuses on sharing over two dozen practical ways to inspire yourself and your team to generate ideas for delighting your clientele.

In this course, instructor Noah Fleming walks you through ways to define, create, and evaluate customer value. Noah explains both the way the business defines customer value and the way the customer defines value.

Quality standards ensure your team provides a consistent level of service—and customers receive a consistent level of care. This pays off in improved loyalty, increased revenue, and better employee engagement

This course provides a step-by-step approach to collecting, tracking, and using customer feedback, complete with examples that show what other companies are doing in this important space.

Understanding the value of customer service, and being able to measure that value, will empower you to demonstrate return on investment (ROI) for your organization.

Learn why customer advocacy is important, how to develop employees who are customer advocates, and how to use the voice of the customer (VOC) to inform strategies across functions.

In this practical course, Brad Cleveland covers how to align customer service with your organization's goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need.