Customer Service Training That Builds Loyalty and Increases Revenue
Live Customer Service Training
60-Minute Custom Course:
$398
- 100% Customized At No Extra Cost!
100% Customized & Syllabus Approval
Local, Federal and SOP Compliance
Expert & Experienced Trainer
Group or 1-on-1
Certification & Assessments
What is customer service training?
- A clear grasp of the four service pillars: listen, adapt, connect, and exceed.
- An understanding of elevated customer service and the Oculus trademark IMPRESSâ„¢ service concepts. These include adding polish, generating revenue, creating a wow factor, and managing conflicts.
- Greater confidence in problem-solving strategies.
- A mindset that helps deliver outstanding service and exceed customer expectations.
- Refined communication and improved decision-making abilities.
- Better adaptability to changing customer needs.
What is an example of customer service skills training? Watch this short video clip above.
Key Takeaways
- Service Fundamentals & More: Learn the basics and how to go beyond customer expectations using the IMPRESSâ„¢ framework.
- Service Recovery: Effective strategies to navigate challenging situations.
- Business Growth: Strategies to turn service into a revenue-generating advantage.
- 100% customized programs tailored to your brand and standards.
- Expert trainers with real-world experience.
- See quick ROI with better reviews, more repeat business, and higher team morale.
- Hospitality, hotels, restaurants, and retail teams.
- Call centers and customer support teams.
- Receptionists, frontline staff, and managers.
- Live workshops available globally.
- Recorded e-learning videos.
- Certification and assessments are available.
- Options start at $398.
Table Of Contents
What customer service training topics are available?
Learn to put your best foot forward and make a great first impression. Our service modules teach your team how to initiate a service interaction and identify the essential clues to make every experience the best it can be. Are most popular service modules are listed below:
Customer Service Fundamentals
Course
2-8 hours
What are the 4 basics of customer service?
Core Concepts: Service Fundamentals
Our core concepts training covers the four pillars of service delivery and ensures your team members understand the importance of listening, adjusting, connecting, and exceeding expectations.
Learning Outcomes:
- Listening: Learn why the little things matter and the importance of active listening.
- Adapting: Excellent service adapts to the needs and personalities of your customers. We will show you how to provide consistent, but personalized service.
- Connecting: This module supports the idea and provides strategies for creating connections with others. Memories lead to loyalty!
- Exceeding: Teach your team why a service-centric business shouldn’t be in the business of minimums. We will provide the framework for a yes-first approach.
Course
1-8 hours
Impressions: Leave The Right Lasting Impression
Make the right first impression and live up to a customer's service fantasy. This course will discuss refined words, tone, attitude, body language, and how these components influence how customers perceive us.
Learning Outcomes:
- Recognize the key moments when customers judge your service, whether in person or over the phone, and identify the critical components that shape those impressions.
- How to use effective body language, facial expressions, eye contact, posture, and positioning to convey confidence and professionalism.
- Apply techniques to ensure every customer feels seen and valued, including addressing any waiting times with empathy and clarity.
- Learn when and how to change your pace of service to match different customer needs and situations.
- Create strong first connections by using greetings as opportunities to make customers feel welcome and appreciated.
- Bring the right attitude, energy, and professionalism to every customer interaction so you leave a positive impression.
- Learn how to eliminate common excuses for not delivering service and discuss strategies for overcoming the challenges they pose.
- Spot common mistakes in first impressions and use practical steps to recover and rebuild customer trust.
Course
1-6 hours
Establishing Service Non-Negotiables
There are certain service delivery fundamentals that you should always have in place, regardless of the circumstances, the individual, or the time. These fundamentals should align with your customers' expectations.
Learning Outcomes:
- Service Value: An understanding that value is not solely about money, and recognizing the various ways value can be delivered to customers beyond financial transactions.
- Emotional Service: Consider your brand and customers’ psychological mindsets when presenting products and services, using the Emotional Service Triangle to enhance service quality and drive revenue.
- Service Non-Negotiables: Identify the fundamental service deliverables that must always be in place and develop the skills to consistently deliver them, regardless of the circumstances.
- Service Accountability: Take responsibility for upholding non-negotiable service standards in every customer interaction.
- Adaptive Service: Learn to maintain non-negotiable service fundamentals while effectively adapting to varying customer needs and scenarios.
Approach
Course
4-8 hours
Active Listening: Adapt To Win
To better understand your customers' needs, it's vital to pay close attention. Learn to listen actively, ask clarifying questions, examine clues, and use details to adapt your service experience.
Learning Outcomes:
- How to demonstrate active listening skills.
- How to ask effective clarifying questions to gain deeper insight into customer expectations.
- How to identify verbal and nonverbal clues during customer interactions to enhance understanding.
- How to use gathered information to personalize and adapt the service experience.
- Adapt your approach to match the customer’s mood and attitude.
- Develop a positive mindset and attitude toward service. The right outlook and energy can help you succeed.
- Reflect on your own listening habits and set goals to continually improve your listening skills.
Course
2-4 hours
Consistency & Trust
Maintaining a customer-focused experience requires consistency and trust. Our course module teaches methods that emphasize reliability, team participation, follow-up, and recommendations to gather genuine feedback for improvement.
Learning Outcomes:
- Understand why being consistent in customer service matters and helps build a strong brand reputation.
- How to support consistent service across all teams and departments.
- The behaviors and standards that ensure consistent service in every customer interaction and across all departments.
- Effective strategies maintain a reliable service during busy, changes, and unpredictable situations.
- Identify which words or phrases can erode trust and lead customers to question our intent.
Course
1 hour
Selling Service From Your Pocket
Are you selling and providing services that meet your own expectations and budget? This module will provide context on expectations, working within a service, luxury, or ultra-luxury environment.
Learning Outcomes:
- How to prioritize the customer experience.
- How to use qualifying questions to better understand expectations, norms, and budget.
- How to eliminate the “discount-first” mindset.
- How to uncover opportunities to expose yourself to luxury experiences.
Course
1 hour
Service Confidence: Be The Expert
Service confidence is crucial for delivering exceptional customer experiences. In this course, you’ll learn how to show confidence through your words, communication style, and attitude. This helps every customer feel valued and trust that you know your stuff.
Learning Outcomes:
- Tips for building your knowledge to engage intelligently.
- How to convey an outgoing attitude that maintains the conversation flow.
- Techniques to handle situations when you don’t have the answer.
- How to share information, recommendations, and ideas to build trust.
- How to show confidence through body language, posture, and eye contact.
- How to communicate clearly to build trust and remove doubts.
Course
1 hour
Big City / Small Town Expectations
Just because you are located outside the big city, it doesn't mean that our service shouldn't meet the same high standards. Learn how to deliver big-city service standards with your small-town charm.
Course
1 hour
Never Say No
In a luxury service environment, "no" should not be an option. We should always strive to provide an alternative for our VIP customers. In this crucial module, we will discuss how to avoid using the word "no" and how to offer appropriate options, even when they don't meet the customer's expectations.
Connection & Personalization
Course
1-2 hours
Transactional To Conversational
Do you offer drive-through window service? Today’s customers want more than just quick service; they appreciate a personal touch. In this module, you’ll learn practical ways to turn simple transactions into real conversations that build loyalty, encourage repeat visits, and create lasting relationships.
Learning Outcomes:
- Identify key differences between transactional and relational customer interactions.
- Apply practical techniques to create a warm and engaging customer experience.
- Recognize common barriers to customer engagement and find solutions to overcome them.
Course
1-2 hours
Engaging Emotions: Emotional Intelligence
We may appreciate AI for making our lives easier, but when conversing with customers, it's necessary to have an emotional reaction. This is something that only a service expert can provide. Learn the significance of responding to both positive and negative customer emotions to build a connection.
Course
1 hour
What's In A Name? Name Use Essentials
Using a customer's name is a fundamental part of exemplary service, as it demonstrates personalization, a mindful focus, and creates a meaningful connection. In this module, we will review the considerations when using a customer's name.
Learning Outcomes:
- How to ask for a customer’s name in person, on the phone, or online.
- When to use the first or last name.
- How to incorporate harder-to-pronounce or unknown names.
- Name usage recommendations and placement.
Course
1 hour
Making A Personal Connection
In a world of automation, personalization is crucial for standing out in an increasingly robotic and AI-driven environment. Learn to connect with customers through engaging conversations, recommendations, and by showing genuine interest in their humanity.
Learning Outcomes:
- Commonalities. Understand how to leverage commonalities to connect with others.
- Recommendations. How to turn your boring and factual recommendations into a personalized, engaging conversation.
- Interest. Are your customers giving you clues on how to connect with them? Use them by showing interest.
Support & Accountability
Course
4-6 hours
IMPRESS Conflict Resolution & Service Recovery
Learn how to handle both the practical and emotional sides of customer complaints. Build your confidence in tough conversations by using clear steps that demonstrate your understanding of emotions, foster trust, and treat everyone with respect.
Learning Outcomes:
- Impact: Recognize the tangible and emotional dimensions of customer complaints and their impact on service interactions.
- Communication: Demonstrate effective communication strategies for handling difficult or uncomfortable customer conversations with empathy and professionalism.
- IMPRESS Complaint Management: Use clear steps to address customer concerns and recognize their feelings.
- Escalation: Learn ways to solve problems early, so they don’t need to be passed on to a manager.
- Conflicting Personality Types: Get to know the Bear, Peacock, Fox, and Eagle personality types, and learn how to connect with people who might be hard to relate to.
- Dealing with Abusive Customers: Find out how to handle tough situations and respond confidently when customers go too far.
- Action-Reaction: Deliver consistent resolutions among all team members.
Course
1-2 hours
Temperature Checks: Service Accountability & Follow Up
You will learn how to follow up effectively, respond to feedback, and strengthen team accountability. This short course helps your team handle customer requests and keep improving your service.
Learning Outcomes:
- How follow-up and accountability help deliver reliable, high-quality customer service.
- Learn ways to check in with customers during and after your interactions to make sure their needs are met.
- Use practical strategies to respond to feedback and solve concerns quickly and positively.
- Create action plans that help your team stay accountable and keep improving your service.
Course
1 hour
Language Barriers
We will review how to support and welcome customers and coworkers who don't natively speak your language and how you can provide a respectful and positive experience without saying a word!
Course
1 hour
Handling Wait Times
We are not always able to provide instant service. Occasionally, there may be wait times for our services. In this course, we will review best practices for handling queues and waits in a service setting.
Learning Outcomes:
- How to effectively manage queues, greet guests, and ensure every customer feels prioritized. We will introduce the Waiting Room Technique.
- How to professionally manage individuals who attempt to cut in line and disrupt another customer’s service experience.
Exceeding Expectations
Course
2-4 hours
Proactive Service: Service Hero
Are you standing out in the congested market? Our exceeding expectations modules provide strategies for moving from reactionary to proactive service delivery.
Course
2-4 hours
Loyalty, Rewards, and Recognition
Loyalty should be much more than just a rewards and points program. Learn expert strategies for creatively recognizing customers and thanking them for their business.
Course
2-4 hours
Meet Vs. Exceed
Are you creating a competitive edge by surpassing your customers' expectations, or are you just meeting industry standards? Many businesses confuse meeting expectations with exceeding expectations and how it affects their service reviews. In this Service Fundamentals module, we will explore why exceeding expectations is crucial to gaining a competitive advantage. Additionally, we will workshop various strategies to exceed our customers' expectations.
Course
2-4 hours
WOW Factor
Make an impression on your customers and stand out from your competition. Find ways to make your customers say, "WOW!" It does take some effort.
Learning Outcomes:
- Ideal ways to surprise and delight.
- How to qualify if you stand out from the competition or rely on industry standards.
- How to create contrasts between a WOW, gratitude, and compensation.Â
PROCESS
100% Custom!
What is the best training for customer service?
One-size-fits-all approach to service is just not going to work! Today’s customers are saavy, know what they want and are willing to pay for a refined customer experience. At Oculus, our customer service training programs are completely customized to ensure we teach great customer service skills needed to exceed your customer’s expectations.
reviews on
Discovery
Concept
Approval
Design
Our process is proven to work since it is truly customize from start to finish.
Concept
We develop a personalized curriculum and program tailored to your objectives based on our discussions.
Discovery & Research
We meet with you and your stakeholders to understand your hotel requirements and goals. We also integrate insights on changing guest habits from sources like tripadvisor, yelp, or surveys.
Approval
We present you with a potential syllabus, listen to your feedback, and make any changes. You always have the final say.
Design
Once you approve, we will create a unique and impactful program.
The process begins again with each training event!
Pricing
What does Customer Service Training cost?
- Most cost-effective option to provide targeted support.
- Scheduled with an expert trainer.
- Single session or series of coaching over time.
- Train from anywhere.
- Most flexible option for scheduling your preferred date and time!
Live Customer Service Training
60-Minute Custom Course:
$398
Including 10 learners
Package your services together into one contract and save!
Contact Support
What Customer Service Training delivery options are available?
Coaching
Live, Trainer-Led. Schedule one-on-one coaching for a struggling team member.
$48
Per Coaching Call Credit
Auditing
Recorded Evaluate and coach from real customer calls.
$48
Per Call Credit
Videos
Recorded. Create custom videos for your team with the help of our experts.
$3888
per 3000 word script
Service Made Easy!
Elevate your customer service training today and transform your customer experience! Connect with a real expert today and take the first step towards excellence!
Kevin James Saunders is a senior trainer with 20+ years of experience and has conducted thousands of sessions.
Join the club of satisfied clients!