Phoenix TS

Customer Service Excellence

Course Overview

Phoenix TS’ Customer Service course Excellence is designed for Federal Government employees in the customer service field and want to improve their knowledge through customer service training. Participants will learn how to be customer-focused and how a service-based culture can take a business to the “next level.” This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Participants will discuss each step of the process in detail. Upon completing this training course, participants will have the knowledge and skills to anticipate customer needs and properly handle customer-related requests.


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


Module 1: Getting Started 

Module 2: Who We Are and What We Do 

  • Who are customers? 
  • What is customer service? 
  • Who are customer service providers? 

Module 3: Establishing Your Attitude 

  • Appearance Counts! 
  • The Power of a Smile 
  • Staying Energized 
  • Staying Positive 

Module 4: Identifying and Addressing Customer Needs 

  • Understanding the Customer’s Situation 
  • Staying Outside the Box 
  • Meeting Basic Needs 
  • Going the Extra Mile 

Module 5: Generating Return Business 

  • Following Up 
  • Addressing Complaints 
  • Turning Difficult Customers Around 

Module 6: In-Person Customer Service 

  • Dealing with At-Your-Desk Requests 
  • The Advantages and Disadvantages of In-Person Customer Service 
  • Using Body Language to Your Advantage 

Module 7: Giving Customer Service Over the Phone 

  • The Advantages and Disadvantages of Telephone Communication 
  • Telephone Etiquette 
  • Tips and Tricks 

Module 8: Providing Electronic Customer Service 

  • The Advantages and Disadvantages of Electronic Communication 
  • Understanding Netiquette 
  • Tips and Tricks 
  • Eliminate Electronic Ping Pong 

Module 9: Recovering Difficult Customers 

  • De-Escalating Anger 
  • Establishing Common Ground 
  • Setting Your Limits 
  • Managing Your Own Emotions 

Module 10: Understanding When to Escalate 

  • Dealing with Vulgarity 
  • Coping with Insults 
  • Dealing with Legal and Physical Threats 

Module 11: Ten Things You Can Do to WOW Customers Every Time 

  • Ten Tips 
Subscribe now

Get new class alerts, promotions, and blog posts

Phoenix TS needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

Download Course Brochure

Enter your information below to download this brochure!