Customer Service Training Guides

Join instructor Leslie O’Flahavan as she explains how to respond quickly, move from public to private channels, and write in an authentic but professional tone that blends your company’s templated responses with your own personal touch.

Join Brad Cleveland in this course and learn how to develop and execute an effective customer service strategy for your organization and team.

In this course, Noah Fleming will teach critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

In this course, join customer service expert David Brownlee as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts.

In this course, Jeff Toister provides step-by-step instructions for designing and implementing effective surveys and analyzing the results.

Jeff Toister shares research and offers insight into what elite customer service professionals know and do, and discusses the two basic needs of every customer.

Instructor Leslie O’Flahavan walks through handling multiple conversations at one time, using real-world chats and texts.

In this course, Afton Howard covers a spectrum of skills, from practicing customer empathy and building trust through organizational values to mitigating legal risks.

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.