Customer Service Skills is an interactive and immersive program that uses topic-focused individual and team discussion to help participants think about the various aspects of Customer Service and therefore consider how they could enhance their performance in pursuit of excellence…

They will acquire knowledge, tools and frameworks that will help them to be more active and effective when dealing with customers and enable them to both support and lead others to do the same. By considering the various aspects required to develop a robust portfolio of skills, individuals will be able to assess personal and business impact and create strategies and tactics that build upon existing core skills. The course will help delegates to better understand themselves, what they need to do differently and to set action plans related to the development of their Customer Service skills. Additionally, participants will benefit from a dynamic high-engagement learning experience built on our proprietary 4×4 Design Model with executive-level facilitators, thought leader questions, innovative content, application exercises, and digital media supplements that underpin our Client-Centric Engagement Model. See below to learn more about our customization options.

Learning Modules 

The Service Mindset

    • What do “our customers” really want?
    • Behaviors of an effective customer service specialist
    • Building trust with your customers
    • Knowing your internal and external customer

Why is it important?

    • Enterprise growth
    • Brand definition
    • Revenue driver
    • Aspirations and future forward vision

Executing Flawless Service Delivery

    • The art of Active Listening
    • Dealing with resistance
    • Working as a collective team
    • Spreading the culture of service

Strategies & Tactics

    • Identifying needs to improve
    • Framing expectations
    • Better, different or both
    • Communication and expectations explained

Who Should Attend

Individuals, team leaders and members looking to gain a competitive edge when interacting with customers and stiving for exceptional customer service. The course will appeal to individuals looking to broaden and deepen their skills, whilst being able to reflect on their development journey to date. Those seeking to enhance their customer service skills will have the opportunity to utilize frameworks and structures that will enhance the chances of success.

Engagement Options

Each learning module above represents 90 minutes of instruction. Your selection of learning modules and sub-topics, preferred delivery modality, and custom design elements (as noted below), will determine the course duration and ultimate “best solution” to meet your unique learning needs. The AMS Client-Centric Engagement Model provides you all the design flexibility needed to create the most targeted and high-impact training available. Our proprietary and innovative “4×4” design model, expert level practitioners, and modulated content library is the gateway to immediate skills application and sustainable results. Contact Us to learn more about how our approach to learning can meet your unique needs.

For the Team 

Teams of eight or more participants, delivered On-Site or Live Online with access to customize your learning experience as noted below.

For the Individual  

Individual learners or cohorts of less than eight participants, delivered Live Online. Contact Us for Scheduling Options>

Customize your Learning Experience 

  • Customize with instructional design options including scenarios, thought leader questions, and exercises
  • Select delivery modality and manage course durations based on content selection
  • Mix and match learning modules & sub-topics to create the most highly customized learning experience
  • Create learning tracks by linking courses & learning modules with connective application exercises over a predetermined timeline
  • Support content with corelating Research Articles
  • Enhance skills application with Performance Coaching
  • Earn select industry and academic accreditations
  • Organizational Learning & Development (L&D) Framework Best Practice
  • Explore our Client-Centric Engagement Model
  • Integrate Digital Resources – AMS YouTube – AMS Spotify