Customer Service Training Series

The Customer Service Series presented by the University of West Florida combines insight and innovative customer service techniques to equip frontline team members with the skills, competencies and tools necessary for building symbiotic customer relationships.


Proud customer service professionals

The Customer Service Training Series provides a turn-key solution to deliver cutting-edge customer service training to staff. The curriculum ensures training on up-to-date customer service knowledge and skills for all participants. Curricular topics and learning outcomes include core customer service principles, customer awareness, and customer service fundamentals. Each workshop includes active learning activities, training, and role-playing in order to develop the necessary skills need for staff to deliver superior customer service to internal and external customers.

Brochure cover featuring happy, normal and frown faces

The Customer Service Training Series features 3 workshops. Each 4-hour workshops features two main customer service topics. 

Training curriculum is designed to meet the Analysis, Design, Development, Implementation, and Evaluation (ADDIE) instructional design framework and will be used to ensure quality content.

Each workshop will be 8:00 a.m. - 12:00 p.m. with 2 topics per workshop.

Customer Service Series Informational Brochure

Workshop 1: Knowing Your Audience & Winning Over Your Customer

Part I: Attention to the Customer: Know Your Audience

Learning Objectives:
Participants will distinguish the role they play with members of the community and the importance of recognizing customer needs. They will be able to demonstrate empathy for their customer base, making sure that needs are met and that clients experience the best interaction possible.

Topics covered include:

  • The consequences of poor customer service
  • Decoding your audience’s most urgent concern (needs hierarchy)
  • Finding common ground during interactions
  • Leaving a good impression on clients the first (and every) time
  • Putting yourself in the customer’s position
  • Knowing what your customers hope to achieve

Part II: Telephone Etiquette and Winning Over Your Customer

Learning Objectives:
Participants will recognize how their current customer service expectations fit into proper etiquette of communicating via telephone. They will be able to identify what changes need to be made and why in order to provide the ideal customer service to clients.

Topics covered include:

  • Current customer service telephone protocols
  • Elements of proper telephone etiquette
  • Recognizing ways staff may be unknowingly practicing poor etiquette
  • The correct way to keep a customer on hold
  • Answering promptly and professionally
  • Finding a system that works for everyone

 

Workshop 2: Serving Your Customer & The Ideal Customer Service Experience

Part I: Serving Your Customer in Person

Learning Objectives:
Serving Your Customer in Person Participants will be able to communicate the importance of giving priority to customers in the office in order to ensure the most successful interactions. They will also be able to recognize when their own biases are at work and how to put them aside when providing quality customer service. Topics covered include:

  • Impact of paying attention and being here now
  • Giving face-to-face precedent to phone calls and other work
  • Recognizing biases and the “world view” of others
  • Purposes of office interactions (Why do clients come in?)
  • Making the office interaction an enjoyable experience
  • Being able to answer questions and pointing customers in the right direction

Part II: Training Sessions and Creating the Ideal Customer Service Experience

Learning Objectives:
Participants will acquire the necessary skills to prepare and facilitate in-service training by using adult learning styles and by identifying the training needs of their customers in order to maximize their potential for success.

  • Making a first impression as a trainer
  • Identifying the different ways adults learn
  • Don't be boring! How to catch your audience's attention
  • Training session etiquette to maximize success
  • Why audience participation is key to a training session
  • The importance of closing your training correctly
Workshop 3: Building Trusting Relationships & Handling Difficult Conversations

Part I: Internal Customers: Developing Trusting Relationships

Learning Objectives: 
Participants will recognize the importance of maintaining a positive and understanding relationship with their agency counterparts. They will identify the role they play as representatives of the agency and how their departments can work successfully together.

Topics covered include:

  • How is your department critical to your organization’s success?
  • The effect of other departments on your day-to-day productivity
  • Communicating effectively with other departments within your agency
  • The positive impact of interdepartmental team building
  • Handling interdepartmental discord to create win-win solutions
  • What to do if we just can’t agree?

Part II: How to Handle Difficult Conversations

Learning Objectives:
Participants will acquire techniques that successfully help in dealing with the possible difficult behaviors they may encounter when working with customers. They will practice and be able to demonstrate skills to help them successfully communicate with clients who may be in a state of distress.

Topics covered include:

  • Recognizing and reflecting customer emotions
  • Five most challenging client behaviors
  • Demonstrating respect in difficult situations
  • Reacting to hostility and anger appropriately
  • Taking the time to listen and the importance of listening to client message role-playing
  • How role-playing can help prepare staff for difficult conversations