Course Overview

Providing superior customer service is not only a desire—it is a must in today’s competitive business market. Customer expectations continue to rise, and organizations that fail to deliver exceptional service risk losing customers to competitors. Whether your team interacts with customers face-to-face, over the phone, in the field, or serves internal colleagues, the quality of these interactions directly impacts customer satisfaction, loyalty, revenue, and your organization’s reputation.

This comprehensive e-learning toolkit provides both staff and managers with the essential skills to drive superior customer service for your organization. Through seven focused courses, learners develop critical competencies including building rapport, active listening, maintaining customer focus, handling phone interactions professionally, serving internal customers, delivering field service excellence, and managing conflict effectively. Each course has been approved for 1 hour of PDU credit from PMI (Project Management Institute), making this toolkit valuable for both customer service excellence and professional development.

Build a Safer, More Compliant Workplace

What You’ll Learn

Upon completing this course, your employees will be able to:

✓ Build strong rapport with customers to create lasting relationships

✓ Listen actively to understand customer needs and concerns

✓ Develop customer focus in all interactions and decisions

✓ Deliver professional phone support that exceeds customer expectations

✓ Serve internal customers effectively to strengthen organizational performance

✓ Provide excellent field service that generates customer referrals

✓ Manage conflict and confrontation with difficult customers professionally

Course Content

Course 1: Building Customer Rapport

What creates great rapport with others, actions to strengthen rapport with customers, building relationships through customer service, trust and credibility building, rapport-building communication techniques, body language and tone in rapport

Course 2: Listening to Your Customers

Essential listening skills for customer service, active listening techniques, demonstrating value through listening, hearing vs. listening distinction, barriers to effective listening, strengthening listening ability with customers, long-term customer retention through listening

Course 3: Developing Your Customer Focus

Importance of customer experience, representing your company in interactions, shaping customer opinions through service, strengthening customer loyalty, customer-focused actions and behaviors, maintaining focus in all customer touchpoints

Course 4: Customer Service Over the Phone

Key actions for great phone customer service, promoting positive brand image, exceeding customer expectations over phone, professional phone techniques, voice tone and language for phone support, customer satisfaction and retention through phone service

Course 5: Internal Customer Service

Importance of internal customer service for external success, identifying internal customers, strengthening relationships with internal customers, getting right work done at right time, organizational interdependence, internal customer impact on company success

Course 6: Serving Customers in the Field

Essential actions for field service excellence, positive field service interactions, generating customer referrals through field service, avoiding negative field service experiences, field service impact on revenue and brand, maintaining professionalism in field

Course 7: Customer Service Confrontation and Conflict

Managing conflict in customer interactions, handling angry and confrontational customers, letting customers vent appropriately, expressing empathy in tense situations, conflict resolution techniques, defusing difficult customer situations, protecting customer retention and loyalty

Who This Course Is For

📞 Customer Service Representatives

Frontline staff interacting directly with customers

🏥 Healthcare Patient Services

Staff providing patient-facing services and support

💼 Sales and Account Management

Teams managing customer relationships and accounts

🔧 Field Service Technicians

Staff providing on-site customer service

👥 All Staff Members

Anyone who interacts with external or internal customers

👔 Customer Service Managers

Supervisors leading customer service teams

Certificate & Compliance

Upon successful completion of each course, learners receive an official certificate documenting their customer service training. The complete toolkit provides 7 hours of professional development credit approved by PMI (Project Management Institute) for PDU requirements.

Each course includes assessments that verify understanding of customer service principles, techniques, and best practices. Certificates are generated immediately and can be downloaded or printed for professional development records.

Professional Development Recognition:

  • 7 PDU credits approved by Project Management Institute (PMI)
  • 1 PDU credit per individual course
  • Applicable to customer service training requirements
  • Supports professional development goals
  • Enhances customer service competencies

Choose How Your Team Learns

🖥️ Use Our LMS

Immediate access with zero setup

  • Fast & Easy Setup

  • Automatic progress tracking and reporting

  • Built-in certificate generation

  • No technical expertise required

  • Automated Course Recertification

📦 Use Your Own LMS

Purchase SCORM files for your system

  • Integrate with your existing platform

  • Maintain centralized training records

  • Compatible with all major LMS platforms

  • Full technical specifications provided

  • Dedicated support included

Why Choose Evolve?

🎯

Expert-Developed Content

Courses feature realistic scenarios, engaging multimedia, and knowledge checks to reinforce learning. Content developed by compliance experts ensures accuracy and relevance.

📱

Accessible Anywhere

Complete training anytime, anywhere on PCs, tablets, or smartphones. Your team can learn at their own pace without disrupting daily operations or scheduling conflicts.

🎬

Engaging & Effective

Scenario-based learning & interactive elements promote retention better than lecture-style courses

📊

Trackable and Reportable

Monitor completion rates, track progress, and generate compliance reports. Maintain detailed records for audits and regulatory requirements.

💰

Transparent Pricing

Simple per-seat pricing with no hidden fees, surprise charges, or mandatory bundles. Volume discounts make compliance training affordable for organizations of any size.

⚡

Easy Implementation

Begin training your team immediately – no lengthy implementation or waiting periods

📈

Scalable Solutions

Whether training 5 employees or 500, our platform scales to meet your organization’s needs. Custom course bundles available to address your specific training requirements and budget.

✓

Consistent Quality Training

Every learner receives the same high-quality, up-to-date content. Standardized training ensures your entire organization maintains consistent compliance knowledge.

💬

Ongoing Support

Dedicated customer support available to assist with questions, technical issues, or training customization needs.

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TRANSFORM YOUR CUSTOMER SERVICE DELIVERY

Equip Your Team with Essential Customer Service Skills

In today’s competitive market, superior customer service isn’t optional—it’s essential for customer retention, revenue growth, and brand reputation. This comprehensive 7-course toolkit provides your entire team with the skills to deliver exceptional service in every customer interaction.

Trusted by organizations across healthcare, business, and service industries