Anticipatory Customer Service Experience Training

Course Overview

Through discussion, group, and individual activities, this one (1) day course teaches the critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

At the end of this course, participants will be able to do the following:

  • 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


Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 240-667-7757.


1 Day



Course Outline

Module 1: What is customer service? 

  • Definitions 
  • The First Critical Element – A Customer Service Focus 

Module 2: Who Are Your Customers? 

Module 3: Meeting Expectations 

Module 4: The Second Critical Element – Defined in Your Organization 

  • What are Our Standards? 

Module 5: The Third Critical Element – Given Life by the Employees 

  • What do you think? 

Module 6: Communication Skills 

  • Empathy 
  • Defining Communication 
  • Asking Questions 

Module 7: Telephone Techniques 

  • Telephone Basics 
  • Handling Everyday Requests 
  • Tips and Tricks 

Module 8: Dealing with Difficult Customers 

  • Small Group Work 

Module 9: Dealing with Challenges Assertively 

  • An Assertiveness Model 
  • Small Group Work 

Module 10: The Fourth Critical Element – Be a Problem Solver 

  • Reducing Conflict 
  • Problem Solving in Six Steps 
  • Role Play 

Module 11: The Fifth Critical Element—Measure It 

  • Tools to Use 
  • Measurement in Practice 

Module 12: The Sixth Critical Element – Reinforce It 

  • Reinforcement Techniques 
  • Power Talk 
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