Pathways to Service Excellence  2 Days Training in Austin, TX

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Pathways to Service Excellence 2 Days Training in Austin, TX

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.

By Academy for Pros

When and where

Date and time

Thursday, June 8 · 9am - 5pm CDT


For venue details reach us at: +1 469 666 9332 Austin, TX 78701

Refund Policy

Refunds up to 7 days before event

About this event

  • 8 hours
  • Mobile eTicket

Certificate: None Language: English

Duration: 2 Days Credits: 16

Course Delivery: Classroom/ Virtual/On-site

Course Overview:

The best learning experiences occur when you learn specific concepts, then practice them during the training and walk out with a solid technique you can apply the next day on the job. In this training we will do just that. We will learn the concepts, followed up by numerous hands-on practical activities to practice the skills so you walk out with specific best practice customer service techniques that are essential for you as a professional customer service representative to help you do an even better job than you are currently doing.

So, if you want to get even better customer feedback, provide great customer experience and consequently achieve more sales than last year this training program is very much for you.

Target Audience:

Pathways to service excellence

Learning Objectives:

After completing this course, delegates will be able to:

Understand how far customer service has evolved and acknowledge the effect of social media.

Identify ways to deal better with the different customer generations.

Practice active listening and customer lifestyle questioning.

Learn useful memory tips and tricks to remember customers names and other details important to them

Clearly understand the importance of acknowledging both words and emotions.

Learn a quick technique for handling angry customers

Identify 10 different best practice customer service techniques that can be used immediately back on the job.


There are no formal prerequisites.

Course Materials:

Students will receive a course manual with presentation slides and reference materials.

Technical Requirements:

For eBooks:

Internet for downloading the eBook

Laptop, tablet, Smartphone, eReader (No Kindle)

Adobe DRM supported software (e.g. Digital Editions, Bluefire Reader)

eBook download and activation instructions


Module 1: Realities of customer service today

The realities of customer service today.

ROI of customer success.

Dealing with the different customer generations (GenX, GenY, Baby boomers, traditionals).

Customer lifestyle questioning

Module 2: Sharpen your listening skills and memory

Stages of consciousness

Active listening skill practice.

Memory tips and tricks.

Acknowledge the words and the emotions.

Module 3: Ten Best Practice Customer Service Techniques

The service recovery catch.

When dealing with angry customers and customers showing strong emotions.

When you want customers to do something or follow your direction

When the customer is arguing

When the customer tells you they are having an issue

When the customer expresses displeasure

When turning negative experiences into positive ones

When the customer has been given wrong information

When we are in the wrong

When a customer requests a discount

When a customer threatens to defect to competition


Once after the training you receive course completion certificate from AcademyforPros

About the organizer

Organized by
Academy for Pros

We deliver training solutions to Corporate, Government Agencies, Public sectors, Multinational organizations and Private Individuals. Our Primary focus is to train in a wide range of areas from IT Technical, Personal Development, Human Resources and Management Courses to Project, Program and IT Service Management.

We have most experienced trainers in the Industry. Our Trainers are highly skilled in their subject areas and are uniquely positioned to provide participants with deep industry experience. They are motivated to transfer knowledge through practical support post and pre-training to provide participants with additional support outside the classroom.

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