Customer Service Training


  • Lifetime Access $ 10
Course Level: 
1 hr 42 min 37 sec

Average: 5 (1 vote)

- Introduction
- Session 1
Session 1 Introduction
  • 00:01:10
Opening Techniques, Greeting Skills & Rapport Building
  • 00:09:39
Effective Communication
  • 00:14:06
- Session 2
Session 2 Introduction
  • 00:00:44
Leaving a Positive First Impression
  • 00:03:45
Guaranteeing a Return Business
  • 00:00:45
How to Treat Your VIP Customers
  • 00:03:18
Policies & Service Standards
  • 00:02:59
Getting Inside the Minds of Buyers
  • 00:05:24
Focusing on Product Features
  • 00:02:50
What You Need to Know About Your Products & Services
  • 00:03:19
- Session 3
Session 3 Introduction
  • 00:00:38
Dealing With Difficult Situations & Handling Complaints
  • 00:11:18
Recognising Various Difficult Behaviour Types
  • 00:03:52
Dealing With Customer Behaviour
  • 00:06:43
Finalising a Sale & Getting Commitment
  • 00:04:14
Evaluating Your Customer Service
  • 00:03:38

Good customer service skills are imperative when it comes to dealing with people and this applies to all industries.


Good customer Service skills will improve customer satisfaction as well as loyalty.  As competition increases many businesses are facing challenging times and most have found that they need to work twice as hard to increase their sales and keep their existing customers. Those who offer that little bit extra will consistently achieve better results than their competitors.


The objectives of this training are to learn how to communicate effectively and build good rapport and relationships with your customers, to learn how to create a good first impression and develop and maintain good customer service, to learn how to recognise certain customer behaviours and deal with difficult customers, to learn how to get into the minds of buyers and close sales and how to evaluate your customer service.


The training by Snezana Ulbrich, focuses on the retail industry but the customer service principles are the same for all industries and can be applied anywhere.  The principles can be customised to suit your particular business, incorporating your company’s’ goals and values as well as focusing on your particular needs and problem areas.


As a qualified trainer, Snezana Ulbrich has worked in sales, recruitment, customer service and interior design for over 25 years.  She has brought these skills to this course in an easy and fun way to learn about the intricacies of customer service.  Her aim is to help businesses and individuals stand out from their competitors, improve customer service to boost sales and profits!


The training is designed to be fun, informative and interactive with exercises and role-play so that you and your employees get the most out of the training.

The course material is only available for paid subscribers.
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