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Customer Service for the Frontline

Course ID CSFL01LF
Format Web-based

Frontline customer service employees who are interested in enhancing their service skills

In this course, the learner will learn about customer service and its relation to the global market, the meaning of 'good service', and what the customer expects. In addition, the learner will explore their personal service styles and how to adapt a customer service approach that provides consistently good service.
This course discusses how to connect with the customer and illustrates how to handle customer service on the phone, in-person, responding to and sending e-mail, and when dealing with challenging customers. This highly interactive self-paced course takes about one hour to complete and includes case studies, personal assessment exercises, and other activities designed to focus the learner on the customer. Learn new technologies for communications using Neuro Linguistic Programming to enhance your customer service skills. This course is perfect for call centers wanting to keep abreast of the latest thinking in relationship building as well as individuals who face the customer on a daily basis. You will have 365 days to access this course.

Course Data

  • CEU Hours: 0.3
  • Length: 3 Hours
  • ASQ RU: 0.3
  • Audience: New to Quality
  • Provider: LearnFirm
Course Overview

Learning Objectives:

  • Define 'quality' customer service and its relation to the global market.
  • Describe how an organization's mission and its customer services policies influence quality customer service.
  • Apply a customer service model that provides consistently 'quality' service.
  • Define communication styles and how they impact 'quality' customer service.
  • Model a strategy for building rapport with the customer.
  • Discover and use the techniques and strategies for communicating and managing a challenging customer
  • Identify and use mechanics and strategies that provide effective customer service on the phone and by e-mail.
  1. Introduction to Customer Service
    1. Define quality customer service
    2. Understand where a customer service professional fits in a structured organization
    3. Describe what the term customer advocate
    4. Identify your role in providing excellent customer service
    5. Define who the customers are and their expectation
  2. Customer Service Basics
    1. Learn the customer service transaction model
    2. Recognize how to effectively listen to the customer
    3. Understand why asking open-ended questions is critical
    4. Know why evaluating and following-up on a customer transaction is vital
    5. Understand why communicating customer service issues with management is critical
    6. Explain how a customer transaction takes place
  3. Customer Communication Overview
    1. Know the different techniques for face-to-face vs. telephone interactions
    2. Understand that customers have different communication channels
    3. Understand the most critical aspect to communication
    4. Learn why building rapport with customers is paramount in providing extraordinary customer service
  4. The Customer’s Words
    1. Recognize visual, auditory and kinesthetic words
    2. Match visual statements to the correct communication channels
    3. Match auditory statements to the correct communication channels
    4. Match kinesthetic statements to the correct communication channels
    5. Evaluate customer scenarios to determine best approaches
  5. The Customer’s Body Language
    1. Know the different aspects of body language that can be matched and/or mirrored
    2. Recognize breathing patterns that indicate a customer’s preferred communication channel
    3. Categorize gestures that indicate someone’s communication channel
    4. Identify head movements that indicate someone’s communication channel
    5. Distinguish postures that indicate that indicate someone’s communication channel
  6. The Customer’s Vocal Characteristics
    1. Understand the four components to vocal characteristics
    2. Classify vocal characteristics of visual speakers
    3. Recognize vocal characteristics of auditory speakers
    4. Identify vocal characteristics of kinesthetic speakers
    5. Evaluate customer scenarios to determine best approaches
  7. Building Rapport with the Customer
    1. Know the different aspects of communication that can be match
    2. Understand how to build rapport using mirroring and matching
    3. Identify the difference between matching and mirroring
    4. Know the two types of mirroring
    5. Define different types of communication channels
  8. The Challenging Customer
    1. Understand why conflict occurs in a customer interaction
    2. Identify aspects to a customer conflict
    3. Know how to pace a customer in order to lead them to a more resourceful state
    4. Evaluate customer scenarios to determine best approaches
  9. Mechanics of Customer Service
    1. Understand the mechanics of greeting customers
    2. Know how to transfer customers effectively
    3. Identify how to put customers on hold
    4. State how to professionally handle customer e-mail inquires
    5. Evaluate customer scenarios to determine best approaches
System Requirements
Here is what you need to participate in an ASQ web-based, self-paced, or instructor-led virtual WebEx course.

Registration Email

After course registration, you will receive an email with access instructions. If you do not, please check your email junk, spam, or clutter folders. If the email is not there, please contact ASQ. For virtual WebEx courses, you will receive another email 24 hours prior to the start of class containing additional access information.

Technical Requirements

  • Computer – PC or Macintosh
  • High-speed internet connection
  • Adobe Flash Player 10.3 or later
  • Windows: Internet Explorer 8 or later, Google Chrome (latest version), Firefox (latest version)
  • Mac: Safari 7 or later, Google Chrome (latest version), Firefox (latest version)
  • For instructor-led virtual WebEx courses, a speakerphone or telephone headset in a designated room or space with no distractions (preferred)

NOTE: Refer to product description for any additional system requirements.

WebEx – Virtual Course: Advance Preparation and Student Information

Join a Test Session

We strongly suggest that you join a WebEx test session in advance of your scheduled virtual training, using your preferred web browser. This can help prevent problems launching content the day your training begins.

If you do not have administrative privileges on the SAME computer you will be using the day of your training (i.e., your workstation within your organization) you may need the assistance of your local IT/IS help desk staff for the platform to engage correctly.

To join a test session (meeting), click here and enter your name and email address to join. If successful, you will see a screen that says "Congratulations! Your system is now set up properly ..."

Deactivate Pop-up Blockers

You should deactivate any pop-up blockers, spam filters, and company firewalls that could prevent the WebEx client platform or web-based course from working properly. Third-party toolbars such as Bing, Yahoo, and Google should also be disabled due to their own pop-up blocking capabilities.

Cancellation Policy
ASQ reserves the right to cancel or re-schedule courses and to change instructors. Please be advised that in the event of a course cancellation, ASQ is not responsible for airfare penalties or other travel related expenses you may incur.
  • If you need to cancel, we will refund your paid registration fee as noted below.
    • Requests for cancellations/transfers received at least 5 business days before the start of the course receive a full refund/transfer.
    • Requests received within 5 business days of the course starting incur a $150 processing fee.
    • After the course starts, there are no refunds or transfers.
    • Registrants who fail to attend without advance notice are liable for the entire course fee.
    • If you cannot find a substitute, we can transfer your course fees to another ASQ course of your choice.
  • You must successfully complete the entire course or program before IACET CEUs and a Certificate of Completion can be awarded.

Enrollment Details

Format: Classroom
Format: Web-based

Internet-based, self-paced training modules, which may involve combinations of text, visuals, audio, interactive simulations and quizzes (see specific courses for features and tools).  These web-based courses require a computer and Internet access.

CSFL01LF Self-Paced English 365 Days List: $199 Member: $179



ASQ’s customized on-site training programs are the cost-effective way for you to train employees on your schedule. Training on-site minimizes the cost-per-student, reduces travel expenses, and ensures that the content is specific to your exact needs.

5 Benefits of On-Site Training

  1. Expertise to your location: Saves time and travel expenses
  2. Convenient scheduling: Train groups of five or more
  3. Customizable courses: Training tailored to your groups’ needs
  4. Immediate results: Employees complete courses ready to apply what they’ve learned
  5. Value-add support: Instructors available to answer questions after session