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Course Descriptions



Customer Service Excellence Series
Creating Legendary Customer Service
Cost savings bundle of all 10 courses.

1. Telephone Etiquette
From hello to goodbye, make the caller feel glad they called.

2. Business Email Etiquette
Know the differences between business and personal email etiquette.

3. Trust & Rapport Building
Five Methods to Rapidly Build Trust and Rapport.

4. Active Listening Skills
Prevent costly errors, arguments, rework, and earn the right to be heard.

5. Problem Solving
Systematically solve problems without creating others.

6. Defusing Anger
Defuse anger quickly with easy to remember steps.

7. Managing Customer Expectations
Create and change expectations without evoking anger.

8. Creating Customer Loyalty
Create, strengthen, and sustain customer loyalty.

9. Stress Control
Minimize the impact of stress - a life skill to keep you healthy.

10. Goal Setting
Set goals that work and generate the motivation to achieve them.

Free Coaching Materials for supervisors, coaches and trainers (see qualifications)
Select the title link below to preview and purchase courses on Opensesame.com

CSE_Bundle LogoCustomer Service Excellence Series (cost savings bundle of all 10 courses for $125 per participant.

Creating Legendary Customer Service

  1. Telephone Etiquette
  2. Business Email Etiquette
  3. Trust and Rapport Building
  4. Active Listening Skills
  5. Problem Solving
  6. Defusing Anger
  7. Managing Customer Expectations
  8. Creating Customer Loyalty
  9. Stress Control
  10. Goal Setting


Telephone Etiquette logoTelephone Etiquette (45 minutes, $15.00 USD - on Opensesame.com)

From hello to goodbye, make the caller feel glad they called.

"The manner in which a company's phone is answered gives strong signals to the caller regarding the corporate character of the organization." Letitia Baldrige

Observe how the phone is answered by everyone in your organization. It's not just the receptionist who answers the phone. Almost everyone has one on their desk. And, most of those people talk to internal or external customers.

Telephone behavior sets customer expectations of your company's ability to help. This Telephone Etiquette course provides the necessary guidelines to ensure a positive impact to all callers. After completing this course you will be able to:

  • Answer the phone within the recommended maximum number of unanswered rings.
  • Know that customers begin to get upset after the maximum number of rings.
  • Make a positive welcoming impression on customers with voice and greeting.
  • Know how to affect voice tones and the impact they have on the customer.
  • Know how to address customers.
  • Know when and how to put customers "on-hold" and how to take them "off-hold."
  • Know the maximum time intervals in which customers can be left "on-hold."
  • Take messages that provide the critical information needed for a call back.
  • End calls positively and efficiently.
  • Make customers feel glad the called.


Email Etiquette LogoBusiness Email Etiquette (45 minutes, $15.00 USD - on Opensesame.com)

Know the differences between business and personal email etiquette.

Communicating with both internal and external customers by Email is now as common as talking with them on the phone. Just as "Telephone Etiquette" is a mission critical skill set, so is Email Etiquette in today's marketplace.

In fact, for many companies, Email communications are many times more frequent than actual telephone calls. What this means is that one unintentionally aggressive message in a stressful encounter can cause significant damage to a long-standing relationship.

After completing this course you will be able to:

  • Define the purpose for business Email “etiquette.”
  • Know if Email is the correct communication vehicle.
  • Understand limits to confidentiality.
  • Understand the use of disclaimers.
  • Understand the permanency of Email.
  • Know how to structure the message for business purposes.
  • Know how to use information such as addresses, cc’s, subjects & signature lines.
  • Use "Plain Text" or "HTML" format as appropriate.
  • Know when and when not to use “Emoticons” and abbreviations.
  • Develop an Email thread and know when to start a new one.
  • Know what to forward and what not to forward and other tips.


TrustAndRapportLogoTrust & Rapport Building (45 minutes, $15.00 USD - on Opensesame.com)

Five Methods to Rapidly Build Trust and Rapport.

When customers don't get the comforting feeling they want when they interacted with someone representing you, it’s usually because that person did not establish rapport. Customers will seek to do business with people they feel comfortable with and that they can trust.

Establishing trust and rapport is essential to building working relationships with customers.

This course will show you how to use the specific skills which make trust and rapport building quick and easy with almost every customer.

  • Define trust.
  • Define rapport.
  • Differentiate between motive and technique.
  • Learn to use these methods to rapidly establish trust and rapport:
    • Common ground
    • Pacing and Leading
    • Credentials
    • Brochures
  • Understand how to use a "Psychological Truth" to deepen trust.


Active Listening LogoActive Listening Skills (45 minutes, $15.00 USD - on Opensesame.com)

Prevent errors, arguments, rework, and earn the right to be heard.

Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information did not "actively listen."

Knowing how to actively listen is an exceptionally easy way to improve relationships with both internal and external customers.

After completing this course you will be able to:

  • Use acceptance responses.
  • Ask clarifying questions.
  • Repeat key words, phrases and numbers.
  • Paraphrase content.
  • Reflect emotion.
  • Summarize information.


Problem Solving LogoProblem Solving Model (45 minutes, $15.00 USD - on OpenSesame.com)

Systematically solve problems without creating others.

The costs associated with not having a systematic problem solving model are phenomenal.

Usually these costs get blamed on "bad" judgment or poor decision-making ability. Unfortunately its usually not bad judgment or poor decision making that's creating the errors.

Rather, it is simply a lack of knowing how to use a clearly defined systematic problem solving process. Problems are challenges that provide opportunities for us to help ourselves and others meet needs.

Self-esteem is directly related to our belief and confidence in our own problem solving abilities. Having a clearly defined problem solving process will help you successfully and consistently meet the challenges you and your customers face while at the same time, avoid the hazards sure to come without such a process.

After completing this course you will be able to:

  • Recognize and avoid the hazards associated with not using a systematic problem solving process.
  • Define and use the seven steps of problem solving process.
  • Describe how the customer and our business benefit when you use a systematic problem solving process.
  • Differentiate between the best solution and the solution objective.
  • Demonstrate the ability to work through a sample problem using the Problem Solving Process format taught in this course.


Defusing Anger LogoDefusing Anger (45 minutes, $15.00 USD - on Opensesame.com)

Defuse anger quickly with easy to remember steps.

There are times when the customer senses that a problem could cause them to experience a loss. Threat of loss triggers anger. With an upset customer, if we simply solve the problem and do not take care of the customer’s emotions first, we end up with a satisfied angry customer. This course will teach an easy to remember quick method to defuse anger.

After completing this course, you will be able to:

  • Define anger and its purpose.
  • Recognize the three ways of expressing anger.
  • Use the easy to remember three step process to defuse anger.
  • Recognize phrases that can evoke anger and those phrases that can prevent anger.


Managing ExpectationsManaging Customer Expectations (45 minutes, $15.00 USD - on Opensesame.com)

Create and change expectations without evoking anger.

Managing expectations is usually a simple task of agreeing on what is to be done and all parties delivering on that agreement.

However, when unexpected complications occur, pro-active communication, taking steps to prevent negative emotions, and engaging previously agreed upon fallback plans, can all be used to impact the service recovery outcome.

In this course, the participant will learn:

  • How to set simple and complex expectations.
  • The steps to redefine expectations.
  • What to say when you contact the customer to reset expectations.
  • How these steps minimize potential for anger.
  • How to debrief and evaluate performance.


Creating Customer LoyaltyCreating Customer Loyalty (45 minutes, $15.00 USD - on Opensesame.com)

Create, strengthen, and sustain customer loyalty.

Customer loyalty originates from the unique capabilities your company offers that help customers meet their needs better than your competitors can. This loyalty is sustained by how well customers like interacting with those within your company.

The purpose of this course is to provide you with the knowledge, skills and strategies to strengthen customer loyalty in order to reduce customer turnover, as well as increase long-term profitable sales.

Basic skills include how to:

  • Open and close conversations.
  • Quickly establish trust and rapport.
  • Use active listening skills to reduce costly errors.
  • Follow a systematic problem solving model.
  • Defuse anger in three steps.

Advance skills include how to:

  • Redefine customer expectations.
  • Create loyalty attitudes.

This course includes reviews of critical customer service skills taught in other courses.


Stress Control IconStress Control (45 minutes, $15.00 USD - on Opensesame.com)

Minimize the impact of stress - a life skill to keep you healthy.

Stress Control is a life skill that will help keep the medical costs down, reduce turnover, and dramatically improve customer perceptions of service competency. Show a customer how stressed you are and you'll raise their anxieties about your competency to do the job! 

One research study by stress experts shows that 75% of all visits to primary care physicians are for stress related issues. Other studies report much higher percentages.

In this course you'll learn the mental, emotional, and physical signs of stress. You'll also learn the five phases of the stress response process and several coping methods effective in each phase. And, you'll develop a personal "stress control plan" to fit your exact needs.

At the end of this course you will be able to:

  • Identify sources of work-related stress.
  • Recognize the signs and symptoms of stress.
  • Learn about buffers that help reduce the power of stress.
  • Understand the stress response process.
  • Learn about coping mechanisms for each stage in this process.
  • Use this process to guide you when you develop a stress control plan of action.


Goal Setting LogoGoal Setting (45 minutes, $15.00 USD - on Opensesame.com)

Set goals that work and generate the motivation to achieve them.

It's easy to understand how people with goals accomplish significantly more than people without goals. People with goals have direction. They have a target. They have something to work toward. This provides motivation to achieve.

Motivation to achieve comes from having a clear target, developing a strong emotional desire, creating a doable action plan, allocating the resources (especially time) and taking action.

  • Develop positive goal statements.
  • Create measurable “Action Plans.”
  • Identify the resources and sources for the plans.
  • Energize your goals using imagery, emotion, and affirmations.
  • Set goals in multiple areas of your life to achieve balance.


Free Coaching Materials Available

To qualify to access the coaching materials: You must be personally registered and complete the courses with a passing score. The students you coach must also be registered to take the courses.

Customer Service Excellence Job Aides:

These are brief checklists of key skills and concepts for all courses.

The job aids can be used as observation checklists to meet Level III evaluation requirements.
They are great for skill reinforcement reminders in the participant's workspace.

Customer Service Excellence Practice Session Slides:

Using the job aid cards, these slides with the leaders guide instructions included in "notes" view will enable your facilitator the means to build spontaneous fully tailored roll-plays and practice sessions.


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