Customer Service Training Course Overview

How and when we provide service plays a crucial element in all of our customer interactions. Both the timing, and the relevance of that service, will dictate how your customers perceive your business. Everyone is striving to have their business seen in a positive light, and in this age of social media and online review sites, it is important that our customers walk out the door happy. Oculus customer service training is here to help!

Providing great customer service is an art. As with any art or skill, we need to acquire the tools and practice in order to make people look up and take notice. IMPRESS Customer Service training is a great way to ensure that your team has the proper steps in mind, so they never miss an opportunity to create an experience that will keep customers coming back for more.

Through ongoing customer service training and supported learning, participants will master advanced skills of service delivery and far exceed expectations.

What could your team walk out the door with?

  •  The ability to personally connect with your customers through genuine interactions.
  •  The ability to WOW customers no matter what.
  •  An ability to use the 7-step IMPRESS™ process to manage service requests more effectively.
  •  A better understanding of how their own actions, attitude, and body language affect a customer's experience.
  •  An understanding of customer perceptions.
  •  Excellent communication techniques for any customer service setting.

Delivery Options

Customer service training can be delivered with the options below

<b>Trainer-Led Training</b>

Trainer-Led Training
We visit you


A trainer via the web


24/7 pre-recorded learning


Unlimited Training Topics

Our customer service training programs already include many great research-proven topics for you to choose from. But we don't stop there! If you don't find what you are looking for, we can create it for you. Within 45 days, we can research, design and present an option that is absolutely custom to your brand or operating standards.

Read More About Custom Training


What makes our customer service training special? Let us count the ways!

Course Features

100% Customization

At Oculus, we don't just create a course, box it up and send it out to all of our customers. Yuck! Who would want that? Our live customer service training courses are customized to meet your needs and address your specific goals.

100% Customization

Online Availability

We know it is hard to train everyone at one time in one place, that is why you have the option to turn your customer service training into an e-learning course. WOW! Check out more information about our e-learning subscriptions.

Online Availability

Desktop Work Tools

Workbooks - Yawn! Desktop Tools - Yippee! We give your team more than just a workbook; we provide some great work tools to use at their workstation.

Desktop Work Tools

Standard Operating Procedures

Need SOP documents to include in your employee handbook? Our customer service training programs include those hard-to-write SOP documents for your viewing pleasure.

Standard Operating Procedures


Our trademarked IMPRESS and RESPECT customer service training programs will train your team members with an easy to understand and memorable method.


Customer service training packages are available to ensure your training is reinforced.

Monthly Membership
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Customer Service Training Topics

We have tons of great customer service training courses that will be a great fit for you and your team. Take a look at some of the most popular topics or have us design something specific for you.




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We often have a message we would like to get across to a customer, but do we always do so in the right manner? Here, we will review email, in-person and telephone communication, along with etiquette techniques that will ensure you are sending the intended message.

We will review with your team members how to start a variety of customer interactions to ensure that your first impression is leading with the right foot.

When your customers don’t know all the options available to them, how do you know if they are getting the most out of the experience? We will help your team become mini-marketing agents to ensure your customers keep coming back.

The ability to connect with others will dramatically improve customer service and sales opportunities. If you can relate, make a recommendation or share an experience with a customer, you will begin the process of building loyalty. We will review how to connect with customers, so they understand that you are at their service, and start making connections to keep customers coming back.

It is important to remember that in addition to providing respectful service to our external customers, we need to maintain respect and work well with our “internal customers” or team. You will learn how to speak with co-workers in a calm, respectful manner, and infuse your team with a positive, helpful and fun-filled attitude.

Knowing when and how to encourage online reviews from your customer is important. If you want to get more positive comments online, you need your team members to seek the right opportunity to promote a review. We will show your agents when to G.E.T a review and how to F.O.R.G.O one when bad comments are a possibility.

Learners will discover how to ask the right questions to uncover more information about the customer’s wants, complaints, needs, budget, etc. Sometimes, when you don’t ask the right questions, you can’t recommend the right options.

It doesn’t matter what you speak; the language of service is the same. We will teach you how to deal with incoming customers who don’t speak your language and how you can provide an awesome customer service experience without saying a word!

You have lots of great features and benefits for your customers, but are they connecting the dots on how these features will work for them? A benefit is only a benefit when someone can see the added value it will bring to them. We will review how to personalize an experience so that your customer sees how your service will provide something they cannot get anywhere else.

This customer service training program will help you be proactive. It’s important to be able to think outside the box and provide options that will solve your customer’s problems to keep them happy. We will work to remove the word, “no,” from your teams vocabulary and replace it with a “can-do” attitude and some creative thinking, even when the problem seems unsolvable.

Not every customer interaction will be a positive one, and perhaps your customers are facing emotions that are making their day a little difficult. We can help your team deal with customers who are having a bad day and place themselves in their customer’s shoes while maintaining a professional distance. When used correctly, showing empathy can help you achieve results and improve customer satisfaction.

Words are extremely important and what you say online is broadcast for the world to critique. We can work with your online reputation management team to put a positive spin on replies, and show the world that first class service means acting responsibly with feedback.

How you conclude a customer interaction is extremely important. Letting your customers know all of the great options they have at their disposal, and how you will follow up with them, will show that your service is more than just a one-stop deal!

In an ideal world, we want to be available 24/7 for our customers, but we know that this is sometimes not possible. What is possible is always being ready and willing to take a message and return their call when we are available. We will teach you how to tackle tricky scenarios such as asking customers to wait without letting a customer slip through your fingers.

We shall teach your team that it is not just what you say, but also how you say it and what you do. Actions and attitude speak louder than words, and it is important that teams can look at themselves and understand the real impression they are conveying with their customers.

Can't find what you are looking for from our master list of customer service training topics? That is not a problem. Our instructional design team will design a course with your concepts in mind. Provide us with 45 days advance notice and we will customize any of our courses. We can even build something from scratch so our training is a perfect fit for you and your team.

You could be training right now!

Look no further! Find out more by getting a quote from your soon to be favourite training company!

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