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Customer Service Skills

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Customer Service Skills

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This one-day course is designed around the critical elements of customer service and the need to lead, model, and promote the organizational values within a customer service environment that are essential for business success. When the company lives customer service, it brings customers back to experience service that outdoes the competition time after time. 

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1 Day Session

Learning Outcomes:

  • Demonstrate a customer service approach 
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Identify ways to establish links between excellence in customer service and your business practices and policies
  • Recognize what employees are looking for to be truly engaged
  • Recognize who the customers are and what they are looking for
  • Make a choice to provide customer service

Topics Covered:

  • The 6 critical elements of customer service
  • What is customer service? Who are your customers?
  • Meeting expectations
  • Setting goals
  • Communication skills and telephone techniques
  • Dealing with difficult customers and people
  • Dealing with challenges assertively
  • Dealing with stress
  • The first critical element: A customer service focus
  • The second critical element: Defined in your organization
  • The third critical element: Given life by employees
  • The fourth critical element: Be a problem solver
  • The fifth critical element: Measure it
  • The sixth critical element: Reinforce it

Course Dates & Times:


Course Location:

Davenport University Peter C. Cook Center
45 Ottawa Avenue NW Grand Rapids, MI 49503


Cost for this course is $300 per participant and includes all printed materials. 


Contact IPEx at 616.233.2581 or please feel free to email us at

To register for this course, please submit the form below.

NOTE: Registration is not yet open for this course. Please contact IPEx at 616.233.2581 or email us at