Customer Service Foundations

This course offers guidelines and best practices for providing outstanding customer service that will enable participants to build, maintain, and increase a loyal customer base.    

Course Goals

  • Define customer service
  • Understand who your customers are
  • Understand qualifies and characteristics of a good service provider
  • Demonstrate empathy
  • Adaptability to different generations
  • Demonstrate how to calm an upset customer
  • Understanding how your emotions impact the customer service you provide

Learning Outcomes

Customer Service

  • Articulate the value of a new customer versus retaining an existing customer
  • Explain reasons customers leave an organization
  • Define who your customers are
  • Define the qualities and characteristics of a good service provider

Customer Rapport

  • Describe ways you can build customer rapport.
  • Recognize and demonstrate active listening
  • Demonstrate words and tone of voice impact customer rapport.
  • Demonstrate mirroring/matching communication styles


  • Recognize customer’s emotions
  • Demonstrate how you can show empathy to a customer.

Generational Issues/Adaptability

  • Explain how generations have been influenced by their past.
  • Describe why it is important to work with each generation differently

Calming Upset Customers

  • Describe right/left brain influence on customer service
  • Describe the influential communications model
  • Demonstrate saying “no” positively
  • Explain the 5 Step Service Recovery Strategy

Emotional Intelligence

  • Explain how your own emotions can impact the customer service you provide
  • State the four factors of emotional intelligence

Business & Community Education

Corporate & Business Solutions

Buchanan Hall 122
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