Customer Service Excellence
Your product isn't the problem. The third transfer is.
Every organization says service matters. Very few can tell you what a good interaction actually looks like, which means every employee is improvising their own version. That inconsistency is what customers notice, and it is what this workshop fixes.
The cost is visible if you look at the right numbers. Contacts that come back a second and third time. Escalations that reach a supervisor because the first person did not feel able to resolve it. The review that mentions being transferred four times. Churn that gets blamed on price when the real cause was a bad Tuesday.
Operations and service managers use this to set one standard across a team rather than relying on whoever happens to be good at it. HR and learning and development leaders use it in onboarding, so new hires start at the standard instead of learning it by osmosis over a year. Scenarios and examples are built from your actual contact types before delivery.
Content, scenarios, and examples are built around your actual work before delivery. Most groups train live online, and on-site in-person delivery is available by request. This workshop is available by request only, with a three participant minimum, and sits alongside our other workforce development workshops for teams.
This course includes
- Live, instructor led half-day workshop
- Hands on practice with real contact types from your organization
- De-escalation sequences participants rehearse rather than read about
- Frameworks for ownership, expectation setting, and closing the loop
- Digital learning materials and take home reference guides
- Certificate of completion for every participant
Description
The workshop starts with the opening ninety seconds, because that is where most interactions are won or lost. Participants practice acknowledging the issue before solving it, confirming understanding so the customer stops re-explaining, and setting an expectation they can actually meet. They learn why 'let me transfer you' is usually a failure of confidence rather than a limit of authority.
The second half handles the hard contacts. Participants work through de-escalation as a sequence rather than a personality trait: absorb the frustration, separate the emotion from the request, name what you can do, and be specific about what happens next. They practice delivering a no without losing the relationship, and closing a contact so it does not come back tomorrow.
Every scenario is drawn from real service situations rather than invented ones. Participants leave with the specific phrasings and sequences they used during the session, and a shared standard the team can hold each other to.
What You'll Learn at a Glance
- Open a contact so the customer does not have to repeat themselves
- Take ownership of an issue instead of routing it onward
- Apply a repeatable de-escalation sequence under pressure
- Set expectations you can meet and follow through on them
- Deliver a no without damaging the relationship
- Close a contact so it does not generate a second one
- Apply one consistent service standard across the whole team
Details
Duration
Prerequisites
There are no prerequisites for this workshop. It is appropriate for professionals at all experience levels. Teams looking at the process and consistency side of service can pair it with Quality Assurance and Service Excellence.
Your Workforce Training Goals, Customized to You
DWC provides expert workforce development training aligned to your organization’s needs, your funding requirements, and your participants’ skill levels. With customization at every level, from content to scheduling to delivery format, DWC builds workforce training programs that produce measurable outcomes.
20,000+ Participants Trained | 90% Completion Rate | 1,500+ Organizations Served
Tuition
Customer Service Excellence is available by request only, scheduled around your team.
- $395 per participant, with a three participant minimum
- Private training: request a custom quote. One on one sessions and teams below the three participant minimum are priced case by case
- Larger groups: request a custom quote. We price larger cohorts case by case based on group size, schedule, and delivery format
- Optional courseware: the Customer Service Excellence Student Guide (Logical Operations) is available at $60 per participant and is not included in the course price
Colorado state agencies, higher education institutions, cities, counties, school districts, and certified nonprofits may purchase this course directly through our State of Colorado Price Agreement. Request a quote and we will build pricing around your team.