# Customer Service Training

Canonical URL: <https://www.creativelive.com/classes/customer-service-training>

## Overview

What defines exceptional customer service, and why does it matter? In this three-hour workshop, participants explore real-world case studies of organizations known for delivering outstanding customer experiences. The class also examines the role of goodwill and introduces seven key principles of exceptional customer service.

Through hands-on exercises, participants practice verbal and nonverbal communication, active listening, and effective questioning techniques. By the end of the workshop, participants will be able to assess customer needs more accurately, apply practical problem-solving strategies, and confidently resolve customer concerns.

## What you'll learn

- Explore case studies of companies recognized for exceptional customer service
- Discuss the concept of goodwill and its impact on customer relationships
- Learn seven essential principles of excellent customer service
- Practice effective verbal and non-verbal communication techniques
- Understand the importance of organization in delivering consistent service
- Discover how team collaboration leads to better customer outcomes
- Develop skills to accurately assess customer needs
- Examine how confidence influences customer interactions
- Learn techniques for diplomatically and effectively resolving customer complaints

## Curriculum

### Module 1 – Defining customer service

#### I. What is good/ exceptional customer service?

- Case studies: three exceptional companies
- What is your company’s policy?
- What is goodwill?

#### II. 7 Principles of customer service

- Support customers as a team, listen, don’t be robotic
- Be empathetic and honest, be knowledgeable and answer in a timely manner

### Module 2 – Developing customer service skills

#### III. Communication

- Listen, patience, empathy, difficult conversations

#### IV. Organization

- Spreadsheets, databases, keep track of frequently asked questions
- Automation of repetitive tasks

#### V. Collaborative tools to help avoid multiple responses

- Demo of tools

### Module 3 – Solving problems

#### VI. How to best assess the situation

- Is the customer always right?

#### VII. Building confidence

- Knowledge of product

#### VIII. Listen to resolve, not to argue

- Asking the kinds of questions that elicit the information you need

## Schedule
- Sep 15, 2026 2:00pm–5:00pm — Live Online

## Pricing

**Tuition:** $199