Customer Service 101: Communication Toolbox Certification

Jeannie Davis
  • Live Session
  • Certification
From $299.00
  • October 11, 2021, 1:30 pm   EST
Training Includes:
  • 5.0 HRCI, 5.0 SHRM
  • Certification
  • All resources and training materials
  • An on-demand recording will be available after each live presentation.
Nationally recognized communication authority Jeannie Davis will lead this comprehensive series. You will learn how to build a foundation of stellar customer service.

Benefits of Certification

  • Enhance your interpersonal communication skills
  • Immediately achieve a higher standard of customer service excellence
  • Demonstrate your knowledge to managers and colleagues
  • Earn a prestigious certification and propel your career
Monday, October 11 - Friday, October 15, 2021; 1:30 PM Eastern or Monday, January 10 - Friday, January 14, 2022; 3:00 PM Eastern
5 Sessions scheduled for 60 minutes including question and answer period.

Training Overview

Earn your customer service certification and benefit from happier customers.

Happy customers are the foundation of any successful organization. Customer service is more important than ever, particularly as interactions may be hampered by distance, face coverings, fears, and unique challenges.

To build a loyal customer base, you need to:

  • Establish rapport
  • Demonstrate a can-do attitude
  • Create a memorable image
  • Conquer telephone etiquette
  • Understand preferred communication styles
  • Apply enhanced listening skills

Our Customer Service 101: Communication Toolbox Certification will enable you to:

  • Enhance your interpersonal communication skills
  • Immediately achieve a higher standard of customer service excellence
  • Demonstrate your knowledge to managers and colleagues
  • Earn a prestigious certification and propel your career

Each session focuses on an essential area of customer service. We have packed a large volume of interesting and useful content into five engaging sessions. Customer Service 101:

Communication Toolbox Certification

Customer Service 101: How To Demonstrate A Positive Attitude

  • Accept responsibility and accountability for every customer interaction to reinforce your organization’s mission, vision, and value statements
  • Convert negative thoughts to more positive, powerful thoughts
  • Apply positive words and phrases during customer interactions to improve productivity while speaking in mutuality

Customer Service 101: Phone Etiquette

Convey a great first impression in the following areas:

  • Greetings
  • Screening calls
  • Responding
  • Probing
  • Call transfers
  • Holding
  • Messages
  • Voicemail
  • Complaint calls

Customer Service 101: Positive Self-Portrait: How Does Your Customer See You?

  • Improve interpersonal communication skills through self-assessment
  • Implement techniques that create a positive, memorable image
  • Discover and embrace your individual personal relationship values

Customer Service 101: Communication Styles And Tools For Helping Customers

  • Identify your customers’ individual preferred styles of communicating
  • Recognize word clues to identify preferred communication styles of others
  • Understand the listening language of another person
  • Match what you say to the way others prefer to listen, learn, and communicate

Customer Service 101: 14 Keys To Active Listening And 7 Habits To Avoid

  • Implement 14 powerful listening habits to improve active listening skills
  • Apply specific techniques to avoid barriers to active listening
  • Implement tips, tricks, and techniques to encourage customers to listen

Who Should Attend?

  • Business owners
  • Clinical staff
  • Operations managers
  • Contract managers
  • Contract administrators
  • Supplier relationship managers
  • Procurement managers
  • Employee relations staff
  • Division supervisors
  • Supervisors
  • Executive directors
  • Senior management
  • Managers
  • Development staff
  • Program directors
  • Community engagement professionals
  • Customer service representatives
  • Call center employees
  • Anyone interested in customer service

Expert Presenter

Jeannie Davis 

  • President of Now Hear This, a communications training company located in Aurora, Colorado
  • Influential speaker and trainer
  • Award-winning author of Beyond Hello, A Practical Guide For Excellent Telephone Communication and Quality Customer Service
  • Contributing author in Real World Customer Service Strategies That Work
  • Active 26-year member of the National Speakers Association (NSA)
  • Chairperson for the Aurora Commission for Older Adults (OCFOA)
  • Secretary of the Board of Directors for Open Door Youth Gang Alternatives


  • This program has been approved for 5.0 general recertification credit hours toward PHR, SPHR, and GPHR recertification through the HR Certification Institute.
  • This program is valid for 5.0 PDCs for the SHRM-CP or SHRM-SCP.

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For Teams

Have a team that needs training? Our enterprise customers receive custom branding, reporting and analytics tools, and of course, preferred pricing.