4 Hour Basic Operator Course

Module One: Getting Started. 4
Workshop Objectives
Pre-Assignment Review

Module Two: Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Case Study.
Module Two: Review Questions

Module Three: Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Case Study
Module Three: Review Questions

Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Case Study. 21
Module Four: Review Questions

Module Five: Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
Case Study
Module Five: Review Questions

Module Six: 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.
Case Study.
Module Six: Review Questions



Certification for 20 Officers

Includes Certificate of Completion

Pocket License

Student Manual

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Workshop Objectives:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools

Deal with difficult customers

Public Safety Customer Service (P.S.C.S)

for Security Officers and Employees

Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication.
Telephone Etiquette
Tips and Tricks
Case Study
Module Seven: Review Questions

Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication.
Understanding Netiquette
Tips and Tricks.
Eliminate Electronic Ping Pong.
Case Study.
Module Eight: Review Questions.

Module Nine: Recovering Difficult Customers.
De-Escalating Anger.
Establishing Common Ground.
Setting Your Limits.
Managing Your Own Emotions.
Case Study.
Module Nine: Review Questions.

Module Ten: Understanding When to Escalate.
Dealing with Vulgarity.
Coping with Insults.
Dealing with Legal and Physical Threats.
Case Study.
Module Ten: Review Questions.

Module Eleven: Ten Things You Can Do to WOW Customers EveryTime.
Ten Tips.
Case Study.
Module Eleven: Review Questions.
Module Twelve: Wrapping Up.
Words from the Wise.

6 Hour Instructor Program

5 Instructor Candidates Needed for Seminar


Instructor Credentials

Instructor Power Points

Instructor Manual

Templetes to Issue Students