Service Representative Training
Foundational skills for customer service professionals on the front line of customer contact
The Service Representative course introduces customer service professionals to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principal, line of contact with customers, this professional has a unique and challenging opportunity to influence customer perception and loyalty.
The course teaches critical skills in professionalism, communication, management of the call, the customer, and job stress — as well as service cross-selling in the onsite class.
Course Delivery Options
Virtual Classes
Blended learning with self-paced online modules and live instructor-led sessions for practice and reinforcement.
Learn MoreSelf-Paced Online
Complete the course at your own pace with 60 days access. Interactive exercises and real-world scenarios.
Register OnlineCourse Preview
Preview the online Service Representative course before enrolling. Complete a brief form to get instant access.
Preview the ClassWho Should Attend
- Customer service professionals who are the first line of contact with customers
- New service representatives building foundational skills
- Experienced reps looking to sharpen professionalism and communication
- Any professional whose role directly influences customer perception and loyalty
Course Curriculum
Six modules covering the full spectrum of front-line service excellence.
Module 1: Connect With Professional Service
- Describe the factors that influence a customer's perception of service
- Describe the role of voice tone in communication success
- List indicators of successful communication
- List the factors of effective listening
- Demonstrate paraphrasing techniques
- Describe how to set and manage customer expectations
- Explain the value of a complaint
- Identify communication preferences
Module 2: Communicate Effectively
- Describe a professional greeting and manner that conveys respect and caring
- Conduct professional holds and transfers
- Write an example of complete call documentation and email correspondence
Module 3: Manage the Call
- List four types of questions used to maintain call control
- Provide responses to difficult customer questions truthfully and without jeopardizing the customer's positive perceptions
Module 4: Manage the Customer
- Identify difficult customer characteristics and tactics to work with them
- Employ techniques to manage customer anger
- Differentiate between positive and negative trigger phrases
- List steps in professionally saying no to a customer
- Follow handoff procedure in escalating a call
Module 5: Service Above and Beyond
- Match company services and products to customer needs
- Professionally offer identified services and products
Module 6: Manage Stress
- Explore causes of stress and burnout on the job
- Identify techniques to relieve job stress
Start Your Service Career
Build the foundation for a successful career in customer service and support.