Training Topics

Our training programs are customized to meet your organization’s needs and cover a variety of different topics. During the initial consultation, Randi will meet with the leadership team to help identify areas of opportunity to improve the customer experience and recommend a program to achieve your customer service goals.

The training topics are presented as interactive and feature engaging exercises designed to make learning fun. 

Customer Service Basics

This workshop provides the fundamentals of customer service and is intended to give participants the skills they need to properly interact and communicate with the customer. It is appropriate for new employees and can serve as a refresher course for seasoned veterans.

The workshop will address:

  • Defining the customer experience
  • What customers want
  • Professional phone etiquette
  • Building rapport
  • Handling irate customers

Customer Service: Exceeding Expectations

Gain the skills needed to WOW your customers and turn them into raving fans. Participants who attend this workshop will learn how to create an environment that puts customers first and engages them to create positive word-of-mouth advertising for your organization.

The workshop will cover:

  • Personalizing the customer experience
  • Taking ownership
  • Managing complaints more effectively
  • Creating lasting relationships with customers
  • Improving customer retention

Internal Customer Service

Learn how to improve service within your organization, increase productivity, and as a result, offer your customers better service.

The workshop will help your employees:

  • Learn how what they do affects other departments in your organization
  • Create interdepartmental service strategies that help rather than hinder
  • Creating lasting relationships with customers
  • Eliminate silos in your organization

Telephone Etiquette

This workshop provides your employees with the skills they need to professionally handle telephone conversations with your customers and prospective customers.

The topics covered include:

  • Inviting greetings
  • Active listening
  • Responding appropriately
  • Effective transfer and hold procedures
  • Gathering information
  • Closing conversations

Coaching for Continued Success

Maximize your training investment after the workshops have concluded. This will help your managers and supervisors to reinforce the behaviors and techniques their employees have learned in the training.

The workshop will teach managers and supervisors to:

  • Observe and document employee performance
  • Prepare for the coaching session
  • Facilitate powerful coaching conversations
  • Gain employee commitment
  • Create developmental action plans
  • Change behavior and improve results

How To “Book The Business”

This workshop is designed for service companies that want to differentiate themselves from their competitors.

It will cover how to:

  • Build rapport with callers
  • Uncover clues
  • Make powerful recommendations
  • Overcome objections
  • Turn price shoppers into customers
  • Book the Business!

Improving the Patient Experience

This workshop is designed to help medical and dental staff think like owners and hone the skills they need to delight patients.

Participants will learn:

  • What patients want
  • The difference between patient satisfaction and patient loyalty
  • The intersection between social media and the patient experience
  • Why a complaint is a four-letter word
  • How to inspire your patients to refer you 

Customer Service for Nonprofits

Customer service isn't just important in for-profit businesses. It can help or hurt a nonprofit organization.

This workshop will cover: 

  • Identifying your organization's customers
  • Defining internal customers
  • Communicating inside the organization
  • The impact service has on contributions

SHOP* Local


This workshop is designed for Chambers of Commerce, their members and their employees. It will attendees:

  • Identify what customers want and expect
  • Differentiate your business from your competitors
  • Transform your employees into “owners”
  • Turn your customers into raving fans
  • Keep customers shopping Local

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