TrainUp.com Institutes

Learn Customer Service Skills

Master the essential principles of customer service within a blended learning community and start developing your new skills now. Decelop new skills in prioritization, active listening, critical thinking and more.

  • Live & On-Demand Learning
  • Learn With And From People Just Like You
  • 1:1 Coaching From Industry Experts
  • Skill Certifications Earned With Confidence
Customer Service Institute
Single Learner

Starting at $799

$499
Team

12+ Starting At

$4995

Your Institute Journey

Register and
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Pick Your Pace
Complete Self
Paced and Live
Learning
1:1 Faculty
Coaching
Engage With
Other Learners
Earn Your Credential.
Move To Alumni Status
Meet Your Faculty. Meet Your Cohort. Start Learning.

Designed for professionals. Your skills, developed at your pace. Immerse yourself in a blended learning community and start developing your new skills now. Each institute consists of up to 40 hours of required and elective training content that allows you to tailor your learning based on your industry. Best of all, you determine how much time you'll need to complete the program. Choose Fast Track (30 days), Moderate (45 days) or Paced (60 days) to complete.

Customer Service Institute

First Class Customer Service

It is much cheaper to keep customers than to acquire new ones, which is why customer service should be a priority for every company. Acquire new skills and strategies to create, refine, and improve customer service for your organization. With a focus on developing elite soft skills, like emotional intelligence and communication, and hard skills, like time management and support metrics, our faculty of expert industry leaders will coach you so that you can graduate with concrete plans of action for your role.

Customer Service Institute Institute
Designed for Working Professionals

Courses created for people who need their learning to fit in to their responsibilities. Learn to improve, learn to get ahead.

Optimized For
Mobile, On-The-Go

Learn when you can, wherever you are. These courses are designed for engagement on even the smallest screens.

Featuring Faculty Experts
From Top Industries

Our faculty include industry leaders with years of experience, expert practitioners who use these skills daily, and thought leaders who are pushing the boundaries of each topic.

1-Time Comprehensive Fee

We are committed to ensuring that our Institutes are available and affordable for everyone. This one-time fee provides access to an entire library of courses and community of learners for an entire year.

Single Learner

Starting at $799

$499
Enroll Now
Team

12+ Starting At

$4995
Request a Demo

Customer Service Institute Curriculum Plan

30 hours of learning content, minimum of 0.5 hours of coaching, 2 hours of contribution and online discussion.

Show All Courses Descriptions
Controlling Conflict, Stress, and Time in a Customer Service Environment
0.53 Hours

Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).

COMPLIANCE SHORT: Protecting Customer Information
0.10 Hours

Because a company’s customer data can be among its most valuable assets, it is essential that all employees become familiar with their role in protecting it from loss, theft, or other misuse. This course was developed with subject matter support provided by Gordon Dadds LLP. Please note, however, that the course materials and content are for informational purposes only and do not constitute legal advice and may or may not reflect the most current legal developments. Nothing herein, or in the course materials, shall be construed as professional advice as to any particular situation or constitute a legal opinion with respect to compliance with legal statutes or statutory instruments. Gordon Dadds LLP accepts no responsibility for their contents and the reliance on the contents is prohibited and at the user’s risk. Transmission of the information is not intended to create, and receipt does not constitute, a solicitor-client relationship. Readers should not act upon this information without seeking independent legal advice.

Dealing With Customer Service Incidents and Complaints
0.50 Hours

Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective manner to succeed. This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You'll also learn how to provide accurate documentation for incident reporting.

Facing Confrontation in Customer Service
0.50 Hours

Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Customer Service: Adapting to Your Customer’s Cues
0.52 Hours

The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer’s cues.

Polishing Your Skills for Excellent Customer Service
0.50 Hours

As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to enhance your interactions with customers to project service excellence. You'll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you'll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment.

Analytics by Function
5.00 Hours

Understanding analytics across a variety of functions enables you to be more creative and pragmatic in applying analytics in your own function and enterprise. In this course, you'll learn about the benefits of analytics, and effective applications of analytics and big data in marketing, sales, customer service, manufacturing and supply chain, and human resources functions. This course was developed with subject matter provided by the International Institute for Analytics. (www.iianalytics.com)

Developing Emotional Intelligence
0.40 Hours

Developing emotional intelligence is a key to successful leadership. Leaders with a strong mixture of emotional awareness, self-management, and social skills are able to relate better to those around them. Emotionally intelligent leaders navigate relationships more effectively and are more likely to be successful in their personal and professional lives. This course provides an understanding of why emotionally intelligent leadership is important. It also provides practical, positive techniques for promoting and improving emotional intelligence as a leader within your business environment.

Designing a Customer Service Strategy
0.50 Hours

There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth in customer relationships, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined client service (CS) standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement a customer service strategy to achieve service excellence.

Shaping the Direction of Customer Service in Your Organization
1.00 Hour

There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations – and specifically customer service leaders – to add value to a customer's experience by creating and implementing strong, clearly-defined service standards. To implement effective standards and strategies, it's crucial that you stay attuned to customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer feedback. This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers.

Embracing a Customer-obsessed Mentality
0.42 Hours

Today in the Age of the Customer, competitive advantage has been redefined. Customers are in control. They have more choices than ever before resulting in sky-high expectations. The only source of competitive advantage is the obsession with understanding, delighting, connecting with and serving customers. Organizations need people who are customer obsessed. People who are so interested and committed to the people they are creating and designing for that they are willing to spend time, take risks and admit that they personally might be wrong. People who are so customer obsessed that they never settle but are continually trying to understand what else they can do for their customers.

Rapport Building in Customer Service
0.50 Hours

Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

Internal Customer Service: Conflict and Complaints Simulation
0.50 Hours

When you do things to help other people within your company do their jobs better, you are providing internal customer service. The quality of that service often has a huge impact on the overall quality of client service (CS) delivered to external customers. In this course, you'll learn about types of internal customers and how to identify internal customer relationships. You'll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you'll learn guidelines for providing internal customer service excellence.

Interacting with Customers
0.50 Hours

Any time two or more people are gathered in one place, conflict will inevitably follow. The workplace is no exception. It’s how you manage workplace conflict. There are many valid approaches to managing conflict, but ignoring it is the one guaranteed not to work. Resolving conflict is an important interpersonal skill that, with practice, can diffuse difficult situations at work. In this course, you’ll learn some of the major sources of workplace conflict. You’ll learn how to recognize your own conflict style and how to work toward conflict resolution. You'll also learn strategies and approaches to conflict management and working with difficult people.

Communicating Effectively With Customers
0.50 Hours

Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

Show All Courses Descriptions
Frontline Customer Service Representative Training
3.75 Hour

Customer service professionals who interact with customers on a daily basis need the right skills and mindset to do so with success. Harness these resources to gain the knowledge and attitudes necessary to develop emotional intelligence and a strong sense of power and autonomy—keys to exceptional service. Carefully designed assets focus on problem-solving techniques and how to work collaboratively with colleagues.

Providing On-site Customer Service
0.50 Hour

Customer Service: Interpreting Customers’ Service Priorities
0.47 Hour

Understanding the Digital Customer
0.40 Hour

Providing Telephone Customer Service
0.50 Hour

Creating Effective Social Customer Service
0.50 Hour

Exploring Customer Journey Mapping
0.42 Hour

Measuring Outcomes and Using KPIs
0.32 Hour

Customer Service Excellence: How to Win and Keep Customers
16.00 Hour

Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This training seminar on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

Customer Service Manager Training
3.76 Hour

By applying the concepts in these learning assets, any manager of a customer service team can build and sustain an effective customer-focused strategy. Learn to motivate and develop your team by utilizing proven coaching, feedback and delegation techniques.

Providing Effective Internal Customer Service
0.50 Hour

When you do things to help other people within your company do their jobs better, you are providing internal customer service. The quality of that service often has a huge impact on the overall quality of client service (CS) delivered to external customers. In this course, you'll learn about types of internal customers and how to identify internal customer relationships. You'll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you'll learn guidelines for providing internal customer service excellence.

Customer Service in the Field
0 Hour

Show All Courses Descriptions
Evaluating CRMS
De-Escalation Techniques
Customer Support vs Customer Success
Advanced interpersonal skills – Emotional Intelligence
Evaluating Help Desk Software
Communication/Conflict Management
Help Desk Software Tips and Tricks
Emotional Intelligence
Goal Setting and Proper Expectations
Forecasting for your Customer Support Team

A New Model For
Customer Service Institute

Learn principles and strategies for Customer Service Institute from industry experts and from your classmates. Our model empowers you to share your own insights and aha moments, encourage other learners, and work though difficult concepts with your community.

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What Makes Us Different

What You Get
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$299 Avg Single Price

$29.99 / Month

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$199

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expert

Every Learner Receives Individualized Coaching From Our Expert Faculty Of Thought Leaders And Practitioners.

Pricing & Group Solutions

Whether you are purchasing for an organization or for yourself, no one should have to break the bank to gain access to our Institutes. Our goal is to ensure that everyone who wants to learn a new skill is able to do so.

1
Individual

We are committed to ensuring that our Institutes are available to and affordable for everyone. This one-time fee provides access to an entire Institute library of courses and community of learners for an entire year.

$799 $499
Enroll Now
2
Team

Get your own private cohort with individualized instruction for up to 12 students.

Starting At $4995
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You need new skills to move into the future, but online education is stuck in the past. Most online courses require you to schedule your entire month around expensive live webinars in which you are just one more anonymous headshot on a packed screen, or you are overpaying for a course library you’ll never use.

That’s why we created the TrainUp.com Institutes. You deserve a learning experience that is both on-demand and rooted in community.

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