Customer Service

Course Description

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Course Objectives

  • 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

  • Make a choice to provide customer service

Target Audience

Customer service managers, supervisors and representatives and any customer facing service employees in any department in the organization


  • A two-day course

  • The recommended number of participants per class is 7-15 per session, although larger groups can be accommodated with an additional facilitator

Forward Focus Deliverables

  • Instruction by an expert facilitator
  • Interactive exercises.
  • Specialized participant guide and course materials
  • Personalized certificate of completion

All Forward Focus courses can be customised to meet organizational needs.  To learn more about how this course might be customized for your needs please contact us.