Live workshopWorkforce Development training for teams
Customer Service Excellence
- Built around your actual work
- Live online, or on-site by request
- Training careers nationwide since 2006
Workshop brief
Customer Service Excellence
- Duration
- Half Day (4 hrs)
- Tuition
- $395.00per participant; team and private pricing by quote
- Delivery
- Live onlineOn-site, in person, by request
- Included
- Certificate of completionFor every participant
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.
Why teams book DWC
- Content, datasets, and examples built around your work before delivery
- Live online with a real instructor, or on-site at your location
- Invoicing and purchase order documentation for your organization
What your team gets
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
Course outline
How the workshop runs
Every session is live with a real instructor, and the exercises are built around your team's work.
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.
Outcomes
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
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.
Format
Online for most groups; on-site delivery by request.
Dates and options
Join a public session or book your teamBook this workshop for your team
Public sessions
Train your team privately
Schedule this workshop for your team, live online or on-site, with content built around your work. Tell us your group size, goals, and target dates.
How team training works
From first call to trained team
- 20,000+Participants trained
- 90%Completion rate
- 1,500+Organizations served
Scope it
A short call about your team, your tools, and what needs to change after the session.
Customize it
Your instructor builds examples, exercises, and datasets around your actual work before delivery.
Deliver it live
Live online for most groups, or on-site at your location, scheduled around your team.
Make it stick
Every participant leaves with reference materials and a certificate of completion.
Pricing
Tuition and ways to buy
$395.00 per participant
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.
- Per participant
Enroll a few employees at the per-participant rate.
- Private team session
Your group only, built around your data, tools, and schedule.
- Invoice your organization
DWC invoices your company directly and provides purchase order documentation.
- Multi-workshop programs
Combine workshops into a series for a department or a cohort of new managers.
Workforce Development training
Workforce development training for employees
The skills that make teams work are rarely taught: clear writing, communication, time management, prioritization, customer service, handling conflict, and presenting with confidence. DWC workforce development workshops teach them live, with practice built from your workplace.
Use them as an onboarding series for new hires, a refresher for a team under pressure, or a development step for employees who are ready for more.
Can you customize this workshop for our team?
Yes. Content, datasets, and examples are built around your actual work before delivery, so participants practice on the files, tools, and situations they deal with every day.
Is the training online or on-site?
Most groups train live online with a real instructor. On-site, in-person delivery is available by request.
Is there a minimum group size?
Most workshops booked for a team have a three participant minimum, and the Tuition section on each workshop page lists its exact terms. One-on-one sessions and smaller groups are priced case by case, and larger groups are quoted based on group size, schedule, and delivery format.
Can these workshops support onboarding for new hires?
Yes. Communication, time management, customer service, and business writing workshops can be combined into an onboarding series for new employees.
Do you offer customer service training for employees?
Yes. Customer Service Excellence and Quality Assurance and Service Excellence are built for front-line and support teams, with scenarios drawn from your own customers.
Do participants receive a certificate?
Yes. Every participant receives a certificate of completion, along with digital learning materials and take-home reference guides.
Can we pay by invoice or purchase order?
Yes. DWC invoices your organization directly and provides purchase order documentation.
Can individual employees join a public session?
When a workshop has public dates, they appear in the Dates section of this page with a registration button. If none are listed, request a quote and we will share your options.
Bring this workshop to your team
Tell us about your group and your goals. A training advisor follows up within one business day with options and pricing.