Customer Service



Category: Tag:

Call Center & Sales | Customer Service | MIS-CCSA-05



Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

Advantage of MISP

Advantage of MISP

We completely understand training requirements as we have over years of training experience. This has helped us discover more advanced methodical and strategic plans to train people and achieve their goals.

We have 360 degree view of the customer requirement and provide effective solutions.

We understand our clients and thus have compiled and consolidated all trainings to suit their requirements in more realistic approach.

Our online system allows you to review and grade your progress, combined by telephonic consultation, face to face meetings and weekly workshops.

With our online system; people do not need to waste their precious time and they can access our training program round the clock 24×7.

Our objective and goal is to see our clients achieve the desired goals and progress. We commit to extend all support to achieve the collective goals.

You can reach our helpdesk and an education advisor will call to resolve your query.

We track you throughout the process until we see you certified.

Program Details

Program Details

Module One: Getting Started


Ground rules

The parking lot

Workshop objectives

Action plans and evaluation forms

Module Two: Who We Are and What We Do

Who Are Customers? (internal/external)

What is Customer Service?

Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

Appearance Counts! (even if not in person)

The Power of a Smile

Staying Energized

Staying Positive

Module Four: Identifying and Addressing Their Needs

Understanding the Customer’s Problem

Staying Outside the Box (not jumping to conclusions)

Meeting Basic Needs

Going the Extra Mile

Module Five: Generating Return Business

Following Up

Addressing Complaints

Turning Difficult Customers Around

Module Six: In-Person Customer Service

Dealing With At-Your-Desk Requests

The Advantages and Disadvantages of In-Person Communication

Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication

Telephone Etiquette

Tips and Tricks

Module Eight: Providing Electronic Customer Service

The Advantages and Disadvantages of Electronic Communication

Understanding Netiquette

Tips and Tricks

Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers

De-Escalating Anger

Establishing Common Ground

Setting Your Limits

Managing Your Own Emotions

Module Ten: Understanding When to Escalate

Dealing with Vulgarity

Coping with Insults

Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time

We’ll share our tips at the workshop!

Module Twelve: Wrapping Up

Words from the Wise

Review of Parking Lot

Lessons Learned

Completion of Action Plans and Evaluations

Benefits of the Program

The person will be able to offer more effective services to buyers or whosoever he is serving. Better customer service ensures more stable business.

Delivery of the Program

Printed copy of the power point presentation – same as used in physical workshops

Printed copy of the student manual or the training guide

Online step by step tutorials of the worksheet or exercise sheets

Printed copy of quick tips and tricks.

Online access of power point presentation – You can see on the web with your login anytime anywhere

Online access to test

Online access to carefully chosen relevant articles

Online access to carefully chosen audio video clips

Completion certificate is mailed to you on successful completion of the test

Some programs have an original book by renowned authors.

Your Instructor


Your Instructor

This is a self study program. Same programs are conducted in workshops and as instructor led training. Our instructors are subject matter experts with immense industry experience.


Practice Test

Practice Test

The practice tests are taken online through the e-learning portal. After you register for the program; login details would be sent for the test.

Batch Schedule

Batch Schedule

Please refer to the news and events section in the home page to find your favourite course and the next batch schedule.



These are self development programs and do not require an accreditation. But we issue a certificate of completion after you have successfully completed the program.