Learn the art of service
Customer Service Training
Creating an exceptional customer experience is an art. Like any craft, it requires mastering skills, creativity, and consistent practice to capture the attention of today’s saavy customers. Our tailor-made customer service training courses can unlock everyone’s artistic potential and elevate your revenue and online reviews.
100% Customized & Syllabus Approval
Brand Standards & SOP Development
Expert & Experienced Trainer
Group or 1-on-1
Certification & Assessments
ABOUT THIS COURSE
The art of great service starts with customer service training.
For customer-focused businesses, the goal should not only be a one-time 5-star review. Instead, the priority should be long-term benefits such as increased revenue and driving customer loyalty. Prioritizing unique, memorable customer experiences can improve customer engagement. Our industry-leading, science-backed, award-winning customer service training programs will assist you in achieving these objectives.
We begin by introducing the four pillars of exceptional, customer-focused service: active listening, adapting, connecting, and exceeding expectations.
With the foundations in place, we progress to our advanced trademark IMPRESS™ service concepts, such as refinement and polish, revenue generation, creating a wow factor, and managing conflict.
Using our core concepts, we will create a customized customer service training program that empowers your team to deliver unparalleled service that surpasses customer expectations. See a return on your training investment through a unique service advantage that your competitors cannot easily duplicate.
What is an example of customer service skills training? Watch this short video clip above.
Introduction To Service
Core Concepts
What are the 4 basics of customer service?
Wondering where to start your service training? 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.
#listening
Learn why the little things matter and the importance of active listening.
#adjusting
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.
Advanced Skills
- Invite & Acknowledge
- Measure Needs
- Personality & Connection
- Recognition
- Exceed Expectations
- Solution Provider
- Stability
What are the 7 skills of good customer service?
Unlock the full potential of your team with our award-winning IMPRESS™ service training. Our comprehensive program covers the seven essential customer service skills, equipping your team with the tools they need.
PROCESS
100% Custom!
What is the best training for customer service? Once-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
The Most Comprehensive Customer Service Training
Service Intro & Qualifying
Learn to put best foot forward and make a great first impression. Our introductory and qualifying modules help your team learn how to initiate a service interaction and pinpoint the essential clues to make every experience the best possible experience.
COMMON AND POPULAR MODULES INCLUDE:
How Customers Judge Us - Managing Your First Impression
Like it or not, customers will judge us when they walk through the door or call our location. Understanding the components that affect their impression is essential.
Impressions Fundmentals
Make the right first impression and live up to a customer's service fantasy. This course will speak on refined words, tone, attitude, body language and how these components influence how customer perceive us.
- Service Confidence: Body language, facial expression, eye contact, posture & position.
- General Acknowledgment: How to acknowledge all customers and any waits they have experienced.
- Service Speed: When to adapt your service pace to accommodate customer needs.
- Greeting: Turn your greeting into an opportunity to connect.
- Tone & Attitude: It's not just about what you say, but how you say it.
Establishing Non-Negotiables
There are certain service delivery fundamentals that you should always have in place, no matter what, no matter who, and no matter when. These fundamentals should align with your customers' expectations. In this interactive module, we will guide you in choosing your non-negotiables and teach your team how to deliver them!
Emotional Buying Triangle
When presenting your products and services, it's crucial to take into account your brand and your customers' psychological mindsets. In this session, we'll explore the emotional buying triangle and how to use this concept to improve service and boost revenue.
What is Value?
We often equate value to money, but is cash always king? We think not! In this module, we will discuss the concept of value and what it can represent for your customers.
Having The Right Mindset
Attitude
Having the right philosophy, mindset and energy towards working in a customers is cruicial. Our attutude modules help define what is required to be a success!
COMMON AND POPULAR MODULES INCLUDE:
Active Listening
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.
Adapting To Customer Demeanor
Service should be flexible and adapt to your customer's needs. In this module, we will discuss how to adjust your delivery based on the guest's demeanor.
Consistency & Trust
Maintaining a customer-focused experience requires consistency and trust. Our courses teach methods that emphasize reliability, follow-up, and recommendations to gather genuine feedback for improvement.
I don't know = I don't care
Certain "indifferent phrases" should be eliminated from our vocabulary in a customer service setting, such as "I don't know." In this module, we will discuss having a positive and proactive approach and avoiding the dreaded "I don't know," which can make customers feel like you don't care.
Do First, Question Later
Is your problem-solving process focusing on understanding why first, rather than creating a seamless service experience for your customer? We will discuss best practices for questioning change and challenges.
Excuses, Excuses, Excuses!
Are you in the habit of making excuses for not delivering service at the levels your customers have come to expect? While excuses may seem justified in the moment, they can negatively impact your bottom line and result in a loss of customer loyalty. Let's examine common excuses and discuss strategies for overcoming the challenges they pose.
Selling From Your Pocket
Are your agents selling and providing service using their own expectations and budget? This module will provide context for agents working within a luxury or ultra-luxury environment. Topics include:
- Prioritizing the guest experience.
- Using qualifying questions to better understand guests' expectations, norms, and budget.
- Eliminating the "discount-first" mindset.
- Exposure & Education: How to uncover opportunities to expose yourself to luxury experiences.
- Confidence: How to showcase confidence in your service, products, and information.
Big-City, Small-Town
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.
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 important module, we will discuss how to avoid using the word "no" and how to offer appropriate options.
Kind and Welcoming
Personal Connection & Personalization
In a world of automation, customization, personalization, and making a connection are keys to standing out in an increasingly robotic and AI environment. Our customer service training provides tools for relationship-building service.
COMMON AND POPULAR MODULES INCLUDE:
Engaging Emotions
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.
Establishing A Connection & Building Trust
The ability to connect with others will dramatically improve your workplace. Explore shared experiences to create a positive and fun-filled workplace.
Transactional To Conversational
Are you currently offering drive-through window service? Today's customers are seeking a higher level of service. In this module, we will delve into strategies for transitioning your customer interactions from being purely transactional to creating a warm and engaging experience that fosters loyalty and builds strong relationships.
What's In A Name?
Using a customer's name is a fundamental part of good service as it shows personalization, mindful focus, and creates a meaningful connection. In this module, we will review the considerations when using a customer's name.
- How to ask for a customer's name in person, on the phone or online.
- First or Last: When to use the first or last name.
- Pronouncation: How to incorporate harder-to-pronounce or unknown names.
- Tips: Name usage recommendations and placement.
Making A Personal Connection
Learn to connect with customers through engaging conversation. Discover why personalization, recommendations, and celebrations make a long-lasting impression.
- Commonalities: Understand how to leverage commonalities to connect with others.
- Recommendations: Turn your boring and factual recommendations into a personalized, engaging conversation.
- Showing Interest: Are your customers giving you clues on how to connect with them? Use them!
Keep Customers Coming Back
Support
It’s important to support your service throughout the entire experience. Our support modules will teach the importance of service support and follow-up.
COMMON AND POPULAR MODULES INCLUDE:
Conflict Resolution
Learn to deal with both the tangible and emotional elements of customer complaints. Have difficult and uncomfortable conversations in a structured manner, addressing the emotional impact, crafting solutions, and maintaining dignity for all involved. Stop issues from escalating to a manager.
Dealing With Abusive Customers
Learn how to manage poor reactions with increased confidence when customers cross the lines!
Action-Reaction
Learn how to act fast and deliver consistent resolutions among all team members Dealing with abusive customers. Learn how to manage poor reactions with increased confidence when customers cross the lines!
Conflicting Personality Types
Gain an understanding of the unique characteristics and traits associated with the Bear, Peacock, Fox, and Eagle personality types. Learn effective strategies to connect with individuals who may seem difficult to relate to.
Handling Wait Times
We are not always able to provide instant service. Occasionally, there may be wait times for our services.
- Queues: How to effectively manage queues, greet guests, and ensure every customer feels prioritized.
- Service Discruptions: How to professionally manage individuals who attempt to cut in line and disrupt another customer's service experience.
- The Waiting Room Technique.
Language Barriers
We will review you 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!
Accountability & Conflict Resolution
Exceeding
Using your brand guidelines, industry standards, and the WOW factor, learn to elevate your service to demonstrate refinement and sophistication. This fully customized module is great for luxury service environments.
COMMON AND POPULAR MODULES INCLUDE:
Proactive Service
Are you standing out in the congested market? Our exceeding expectations modules provide strategies for moving from reactionary to proactive service delivery.
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 delve into why exceeding expectations is essential to gaining an advantage over the competition. Additionally, we will workshop various strategies to exceed our customers' expectations.
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. This module teaches how to:
- Ideals 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.
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.
Delivery
Options & Pricing
Why wait? You could be training in as little as 72 hours.
Features
- 100% Custom
- Discovery & Approval Included
- Interactive Polls, Scenario-based Questions, & Relatable Examples
- Games & Prizes
- Real-time Tracking and Reporting
- Confidential Trainer Questions
- Evaluations & Certificates
Choose the Customer Service Training delivery that fit your needs.
Hybrid. Combine options to make a dynamic learning environment.
In-Person
Live, Trainer-Led. Schedule a custom session at your location.
$2,888
Including 35 learners
Coaching
Live, Trainer-Led. Schedule one-on-one coaching for a struggling team member.
$58
per coaching call
Auditing
Recorded Evaluate and coach from real customer calls.
$52
per coaching call
Videos
Recorded. Create custom videos for your team with the help of our experts.
$3,888
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!