Customer Service Training

The greatest growth opportunity for your business is with the customers you already have.

Effective customer service goes beyond external interactions and difficult customers. Help your team deliver stronger customer outcomes with customer service training. Whether your team needs a refresher or the acquisition of new skills, our comprehensive programs meet your team’s evolving needs through flexible onsite training or online options.

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Customer Service Training Courses

Here's a hard truth for leaders: For at least the last decade, customers have been gaining significantly more power in their relationships with businesses. A business's financial success now requires delivering on customer expectations in one critical area that can actually set you apart - your customer experience. Through customer service training, you can arm your leaders, front-line team members, and customer service teams with the right perspective, knowledge, and approach to drive better customer engagement and outcomes.

Customer Service Training

Customer Loyalty Training

Customer Experience Training

Types of Customer Service Training

Chapman & Co. offers comprehensive training seminars to enhance your team's customer service skills. Our programs, available as online courses or in-person modules, are tailored to empower customer support teams with the tools needed for impactful customer interactions.

Through interactive learning experiences, including role-play exercises and problem-solving scenarios, we focus on developing crucial abilities such as conflict resolution and active listening. These engaging modules are designed to equip your leaders with advanced communication skills, enabling them to provide excellent customer service and foster greater loyalty.

Our dynamic approach combines practical techniques with real-world applications, ensuring your team gains new skills that directly translate to improved customer interactions. Whether you choose our flexible online format or immersive in-person training, Chapman & Co. is committed to elevating your organization's customer service capabilities.

Customer Service Training

Most traditional customer service methods are overly focused on “customer-centricity” above all else, using efficiency as the sole success metric. Chapman & Co. goes beyond this limited methodology and instead focuses on “people-centricity,” which recognizes that both team members and customers are critical to a culture of service. It also focuses on customer satisfaction and loyalty as the primary metrics of success. Our next-level customer service training is instructional in equipping your employees with the mindset, tools, and coaching needed to resolve customer issues and deliver exceptional customer support, while feeling empowered, engaged, and cared for in their role.

Customer Loyalty Training

Earning loyalty has never been harder. Too often when companies first get serious about customer loyalty, they fall into a rational mindset that assumes that the only way to drive customer commitment is to pay for it. But when loyalty is done right, customers are actually willing to pay more, not less. Chapman & Co.’s customer loyalty training provides a framework for customer connection that goes beyond price or convenience and instead activates loyalty through the experience you create, the values you share, and the sense of community you build in order to drive a superior competitive advantage for your business.

Customer Experience Training

According to a 2020 Salesforce.com study, the majority of US consumers - more than 75% - now rank their experience with a business as equal in importance to the products or services offered. B2B customers are even more influenced, with 85% agreeing that the experience was of equal importance to the product or service. If you are a business, you have both external customers and internal customers whether you recognize it or not. The experience you offer becomes the stories customers tell about you that help build and reinforce your brand. Our instructor-led customer experience skills training will expand the way your team thinks about creating a shared customer and employee culture, optimizing results for everyone in your brand ecosystem.

Chapman & Co. Customer Service Training Course Offerings

Truly Human Customer Experience

Create lasting customer connection that embraces the fundamental principle that “Customers are human beings first” and focus on customer relationships.

Buyer's Brain

Understand the psychology of the engaged customer and their customer needs.

Truly Human Customer Service

Connect team members and customers to create a culture of service.

Serve

Discover the power of Truly Human Service through a game-based customer service training program offered in-person and online.

Loyalty Foundations

Attract and keep raving fans for your brand.

The Loyal Brain

Learn the science of human behavior you need to know to build loyalty.

A Human Approach to Gamified Training

Think of SERVE as a discovery-based learning experience centered around the game simulation. At Chapman & Co. we believe that effective customer service goes beyond efficiency metrics. SERVE is designed to embrace the fundamental principle that "customers are human beings first" and focuses on training front line team members on how to build those customer relationships.