Customer Service Training

What is customer service training?

Customer service training focuses on giving employees the precise set of attitude, soft skills and knowledge that are key to creating delighted customers.

Customer Service Program

The Customer Service training program by Momentum enables employees to surpass the expectations of customers and win their loyalty. This is a key program in our Sales Training as providing excellent customer service is the key to the success of any company.As the competition is in plenty and new products are entering the market at breakneck speed, the capability to keep customers have become vital for every organization.



    Workshop Outline




    Session Plan




    Case Study



Customer Handling Skills

In the article, ‘In Customer Service Training And Delivery, The Soft Stuff Is The Essential Stuff’, Micah Solomon states that just as important as product or service knowledge is what can be called “the soft stuff”.This refers to the varying human approaches that impact the perception of the service that is being delivered. The articles 7 Essentials for Great Customer Service and Grieving Customer gives significant knowledge about the various techniques that provide excellent customer service.

Strategies to Increase Customer Loyalty

Ten soft skills that are essential for customer service excellence:

  • Patience: Regardless of how good your product or service offering is, every organization faces situations that requires handling unhappy and irate customers. The top skill needed to handle such situations is Patience.
  • Active Listening Skills: Listening with intent, asking questions to gain better understanding, paraphrasing and summarizing shows that you care and want to offer the right solution
  • Effective Communication Skills: Our communication skills training helps you convey ideas and solutions clearly and decidedly reduces the TAT for customer service delivery
  • Empathy: The ability to understand concerns of a customer in a way that prompts them to rely on the service provider’s suggestion is critical to a positive customer experience
  • Ability to use Positive Body Language: Body language is a vital aspect of your communication. Learning to use positive body language and tone of voice can go long way in influencing your customers
  • Time Management Skills:Time Management Training can infuse the discipline in employees to improve productivity and ensure timely service deliverables
  • Target Orientation: Having customer focus and working towards enhancing customer satisfaction helps constantly improve customer service
  • Ability to Work under Pressure: With customer expectations constantly changing, working under pressure and going the extra mile are indispensable skills
  • Analytical Skills: Employees who are responsible for sustaining customer relations should have the ability to analyze problems and offer appropriate solutions
  • Persuasion & Closing Skills: And finally, the ability to persuade a customer to accept your solution and close deals is paramount for your organization to achieve its business objectives

Every service provider strives to offer quality customer service. However, Service Quality Researchers have studied customer expectations and have found that the perceived quality of the service experience depends on the gap between expectations and measured performance as is highlighted in the article, ‘The Customer Service Gap Model’. This means, the customers perception of the service received is dependent upon his/her expectations of the service/performance. If performance is lower than expectations, satisfaction is low. If performance is higher than expectations, satisfaction is high.

Customer Service Skills Training

The Customer Service Training Module provided by Momentum Training Solutions helps participants to exceed customer expectations through consistently providing exceptional service. In order to achieve this, it is important to ask yourself some questions:

  • Does your staff have the right skill sets to deliver exceptional customer service?
  • Currently how do they develop good customer service skills?
  • Is there a plan to continuously improve customer service?
  • Is the voice of the customer given the necessary priority?
  • Is there customer service satisfaction?
  • Does your staff have the essential communication skills to deliver exceptional customer service?
  • Can they communicate and listen effectively to uncover the customer’s true needs?
  • Do they understand the importance of internal customers?

This program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional service.

Click here to download a case study of a program that was conducted by Momentum Training Solutions for a contact centre of an international bank.

Customer Service Module

  • Developing a ‘Customer Service Mindset’:
    • Understanding 21st century customer service
    • Creating an environment of customer service orientation
    • Understanding the differences between customer service, customer satisfaction and customer delight
    • Creating a ‘Culture of Commitment’
    • Handling ‘Moments of Truth’ in the customer interaction process
  • Managing Customer Expectations:
    • Understanding customer needs and customer expectations
    • Managing customer expectations
    • Managing the perception of customers
    • The ‘Golden Rules’ of ensuring customer satisfaction
  • Handling Customers:
    • Understanding the different customer types
        • Aggressive/demanding customers
        • Analytical customers
        • Amiable customers
        • Irate customers
    • Methods to handle the different customer types
  • Empathy:
    • Understanding the difference between ‘Empathy’ and ‘Sympathy’
    • The 4 A’s of Empathy
        • Acknowledge
        • Appreciate
        • Affirm
        • Assure
    • Using the right phrases to empathize
  • Role Play Simulations:
    • Multiple role play scenarios will be simulated based on the challenges that the participants face on a regular basis
    • As many participants as possible will be involved
    • Feedback from the facilitator as well as peers will be used as learning tools
    • Participants will be assisted to create individual improvement action plans

Methodology of Implementation of Our Programs:

  • Our delivery methodology will include:
    • Role Play Simulations
        • These will be based on scenarios that the participants will be faced with on a regular basis
    • Movie and Audio Clips
    • Instructor Led Training
    • Games and Group Activities
    • Case Studies

Training Hours:

The duration of the training program will be 16 hours.

Our customer service training materials are pursued as it is developed by expert trainers.