Customer Service

Training Overview


In today’s increasingly competitive and service focused market, customers demand and expect a high level of service. Customer Service Development is one of the many training that we provided to different companies in Switzerland and in Slovakia.


This course provides a range of practical techniques that build on their existing skills. The techniques enable staff to control their own behavior, ask the right questions and explain policies in an office, on the phone or in the field.


Training Benefits


  • Understanding the financial impact of service, repeat business

  • Learning the attitude of serving customers

  • Understanding customer expectations

  • How to influence the organization through sales skills

  • Understanding customer relations and how to build it

  • Improve your listening skills

  • Learning telephone techniques

  • The use of specific vocabulary

  • How to deal with difficult customers 

Training Outline


  • How customer service efforts impact company profits;

  • Internal customer service is just as critical as external customer service;

  • Prioritize and focus on the top expectations of customers;

  • Identify one’s own personality style and the personality styles of customers;

  • Apply personality knowledge to communicate more effectively with customers;

  • Have influence in the organization by documenting customer concerns;

  • Make better choices to improve attitude;

  • Develop a personalized strategy for improving listening skills;

  • Choose vocabulary that is calming and persuasive;

  • Refer to a recovery system for turning angry customers into happy repeat customers;

  • Practice a three step system for maintaining professionalism and composure when dealing with irate customers.


Ideal Attendees


  • Executives

  • Managers

  • Salespeople

  • Customer Service Representatives

  • Professionals who work as Technical Support, Hot Line, or Help Desk

  • Professionals who work on a Team

  • Operators, Receptionists, Administrative or Sales Assistants

  • Everyone in a Customer Focused Organization


not required


Program Language




A certificate attendance with the details of the Training will be issued to all participants who successfully complete the training.



The content of sessions are modified according to the level of the attendees.