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Rutgers University
Employee Training and Development:
Customer Service Courses


We have a variety of customer service courses that we can bring to your organization. Whether you are looking for a one-hour seminar, a half-day course, a virtual instructor-led training session, or a customized certificate program, we've got you covered.

Some of the customer service courses we can bring to your facility include:

Customer Care Series

This program will provide participants with skills for providing excellent customer service, either in-person or over the phone. Attendees will learn how to create a positive image of their organization, brand each customer's experience as unique, break bad customer service habits, deal with irate customers, and more. This course will also provide employees with targeted active listening and communication skills. These skills can be applied to any customer service setting.

The four modules below can each serve as a stand-alone course or be taken as a full series.

Module 1 - You Had Me at Hello – Improving Customer Service
Serving customers successfully is a multi-faceted endeavor. Each and every customer wants to feel that they are special, and that the service they receive is extraordinary. This course will focus on developing the skills necessary to care for your customers, branding your customer’s experience as boutique and unique.

Module 2 - What Did You Say? – Increasing Active Listening and Communication Skills
Active Listening is the ability to accurately receive and interpret messages and is the key to all effective communications. The skills learned in this class will allow you to respond to customer needs more effectively, thereby increasing productivity and customer satisfaction.

Module 3 - You Can Make Lemonade from Lemons – Branding your Customer's Experience Through Cultural Competency
Poorly handled customer complaints are one of the quickest ways you can destroy an otherwise stellar service reputation. This course will give you the tools to develop Social "Sensitivity," which is the empathetic ability to correctly understand other's feelings and thoughts and to be acquainted with general knowledge of social norms, and respond appropriately to your customer's needs.

Module 4 - Being the Best – Positive Change for Positive Outcomes
It matters what you say and how you say it. The course will reinforce the benefits of good speaking techniques and provide ways to positively deliver information to your customer, thereby changing their experience from TRAGIC to MAGIC.

Customer Service Skills

The program begins by asking participants to assess their current customer service performance, helping them to identify potential areas of growth. This course will teach participants how to connect with customers by focusing on four key principles – service, attitude, consistency, and teamwork. These improved customer service skills will help to keep current customers and attract new ones.

This course can offered in a virtual instructor-led training format.

Five-Star Customer Service (View Course Video Preview)
This course will help to improve participants' customer service skills by covering essential professionalism and communication skills. Participants will learn how to use these skills to handle difficult customer situations, improving customer experience. This course can also be customized to meet the needs of healthcare centers in particular. The medical version of the course touches on HCAHPS and the AIDET fundamentals of patient communication (acknowledgement, introduction, duration, explanation, and thank you).

For a complete list of our courses and descriptions, view our course catalog.

If you are interested in any course above (or another topic not listed), request more information online or call us at (848) 932-7701 to get started. We would be thrilled to hear from you!

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