Customer Service Training

How do you provide your customers exceptional customer service that exceed their expectations every time? This Customer Service course by PD Training teaches you the skills needed to turn your customers into “raving fans" who buy from you again and again.

This course is designed to empower you with the knowledge and techniques required to not only meet but surpass customer expectations. You'll gain a clear understanding of what customer service means for both internal and external customers. It will teach you to adopt a positive, customer-focused mindset, how to actively listen and to anticipate your customers’ needs.

Furthermore, you'll practice techniques for creating goodwill through face-to-face customer interactions and learn take-away strategies for achieving service excellence over the phone and across various platforms. You will master techniques for dealing with difficult customers and acquire tools for their recovery by understanding when and how to escalate situations for resolution, and much more.

This comprehensive and valuable training course is now available across the United States, including Atlanta, Austin, Baltimore, Birmingham, Boston, Charlotte, Chicago, Dallas, Houston, Jackson, Los Angeles, Manhattan, Miami, Orlando, New York, Philadelphia, San Antonio and Seattle.

Looking for a 3-hour Live Online version of the course? Click Here to View Our 3-Hour Virtual Customer Service Training Courses

Customer Service Training
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4.658 out of 5 from 79 responses

Your Learning Outcomes

By the end of this course, participants will be able to:

  • Explain what customer service means in relation to internal & external customers
  • Recognize how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer focused attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate return business
  • Practice techniques for developing goodwill through face-to-face customer service
  • Formulate take away techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools for recovering difficult customers
  • Understand when to escalate

Duration: 1.0 day course Live Online Experts


Download Course Outline (PDF)

To achieve customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time.
To achieve this, it is important to ask yourself some questions:
  • Do you or your staff have the right skill sets to deliver exceptional customer service?
  • How many times to you get great feedback, compared to average or negative feedback?
  • Are your competitors taking business or margin because they have better service?
  • How do you improve your customer service skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritized?

This Customer Service Training Course is for professionals who want to make a significant contribution to their organizations' image or bottom line, and make their own lives easier by consistently providing exceptional customer service.


Course Outline for Customer Service Training

See the Live Online tab for the course outline for the live online course

Topic 1
Brand Ambassador or Brand Assassin?
  • What is customer service?
  • Customer Behaviour
  • Why Customers Leave
  • The Benefits of Brilliant Customer Service
  • Module 1: Reflection
Topic 2
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Module 2: Reflection
Topic 3
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Module 3: Reflection
Topic 4
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Module 4: Reflection
Topic 5
Navigating the Negatives
  • Learning from worst-case scenarios
  • The Steps of Acknowledgement
  • Handling Tough Situations
  • Module 5: Reflection
Topic 6
Creating a Service Culture
  • Management Focus
  • What can you do?
  • Living the Culture
  • Module 6: Reflection
Topic 7
  • Create an Action Plan
  • Accountability equals Action

Client Site Training - We’ll focus on what matters most to you and tailor to your context

Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people connecting online, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

PDT Training Management Centre Logo

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Upcoming Live Online Classes

Live Online
3-hour course
9:00 am - 12:00 pm America/New_York
31 January
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8 March
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21 May
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23 July
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Download Live Online Course Outline (PDF)

Course Outline for Customer Service Training - Online Instructor-led 3 hours

Topic 1
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Reflection
Topic 2
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Reflection
Topic 3
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Reflection


  • Small classes, average 5 people, max 16
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware available in the App
  • Live online interactive session with an expert trainer


When you book a Public Class with PD Training you can expect:

PDT Activities and discussion

To Be Engaged All Day

Activities and discussion for engaged learning all day.

Real world trainer

An outstanding trainer

On average PDT trainers have 15 years industry experience and 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

Client Site and Public Class participants are welcome to join a public class in the same topic for 12 months.

Confidence of booking

Acclaimed Provider

The confidence of booking with an acclaimed multi national training company.

eLearning and video

Multi-modal Reinforcement

Support, reinforcement & extension eLearning and videos in the App.

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year.
  • Or get the $110.00 bundle and save.
Bite Size learning that people love

Learn about customer service elements in a modern world such as serving diverse audiences, diffusing heated situations and universal principals of great service.

Buy Customer Service
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