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Customer Service Foundation and Best Practices

Customer Service Foundation and Best Practices in a 2-Day 14 PDU/CDU/CEU setting, prepares you to lead and participate in efforts that benefit from focused application of Customer Service and Client Care Principals and Best Practices to achieve your desired results. This course is intended for anyone who deals with internal or external customers including Support, Customer Service, Pre/Post-Sales, and Management and Leadership at all levels. This course has value for staff with any level of experience who want to expand their knowledge, improve their performance, and increase their customer facing and general communication skills. You will explore the learn and practice best practice techniques of customer interactions.

You will gain knowledge of and skills in Customer Service Best Practices. You get a course workbook with several templates to customize and use back on the job. Using many exercises and discussions, you will build a plan to implement what you learned back on the job. Flexible delivery options can address your specific challenges, tools, and goals during the course.

Authored and Delivered by Data Analysis & Results experienced Senior Instructors and Consultants.
Training Duration
& Format
Training BenefitsTraining Delivery
& Locations
Flexible Delivery Options
Onsite or Virtual Remote Instructor
Our materials can be tailored, customized to your tools, or off-the-shelf See for this and other course datesAustin, San Antonio,your sites, or Virtual Remote
Workshop(#-days vary)Onsite
Our materials, planned with your staff, crafted into productive sessions to plan and detail out how your staff will benefit. Your team will build a useful Implementation plan in the workshop.
DA&R complimentary online planning session to
collaborate on course tailoring to meet your goals.
Follow-up group coaching call(s) to ensure momentum and reinforcement.
Austin, San Antonio,or your sites world-wide

All DA&R courses and services can be delivered onsite or Virtual Remote in any time zone for world-wide Learner consistency. 

Public, Virtual, blended learning, or at your site. Customizable to your needs. May include multiple on-site and virtual live instructors to maximize Learner experience and points of view.

Contact Us To discuss tailoring this course and any services to meet your needs. To register or call +1-512-850-4402. For course Schedule.

Course Overview

 Skills Development is key to improving the performance of Customer Support staff and processes. Well-trained and confident staff will decrease costs, reduce repetitive calls and escalations, and can reduce staff and customer frustration. Increasing Customer Satisfaction should be a key goal and metric for most customer facing organizations.

Attrition in Customer Support and related areas remains high for most organizations.

This course can reduce attrition and increase job satisfaction for those with the important job of interacting with customers and others we partner with and serve. Most people perform, manage, or participate in Customer Support, Client Care, or have other types of Customer interaction. Technical Software, Workflow, and other types of traditional job training assume the patience, negotiation, and other aspects soft skills are already in place. Without covering the basic soft and hard skills of Client Care, driving to high performing teams who use and improve on Best Practices is almost impossible.

In this course, we use in-class role-play and other interactive exercises to increase Learner skills to be readily applied in the workplace. Using empathy, problem solving, active listening, having critical conversations, and other communication tools all build a strong presence you can leverage in any industry and setting. Whether your customers are internal or external, this comprehensive course covers the customer support and general communication skills you need to perform or lead Customer Service.

This program contains highly interactive and modular course units. The course is enriched with engaging discussion questions from best practice and real-life situations. Through the interactive role-play and many other exercises, Learners will improve their ability to quickly handle most service and communication situations.

Improving your Customer Support skills and knowledge ensures that you have a demonstrable solid foundation of Customer Support experience that can be readily applied in the workplace.

Suitable for a wide range of professionals, para-professionals, and recent graduates.

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Are you looking for ways to improve your firm, nonprofit, or government agency? DA&R can help your organization excel with Agile, Project Management, Business Analysis, and Leadership Learning, Consulting Services, and Staffing. We offer flexible and tailored solutions. See our Testimonials and  world-wide client list! We have trained and consulted in 25+ countries.
Contact Us or 1-512-850-4402 or to determine if an onsite tailored course, Customize Your Programor our services can solve your organization problems.

Valuable For The Following Professionals  

Skill Areas: Leadership, Operations, Customer Service, Process Improvement, Methods, Metrics, Sales (Pre/Post), Marketing, and more...

This program is designed for people of all levels and experience eager to obtain higher skill level in Customer Communication especially around Support and problem solving. It also provides a firm grounding in traditional Customer Support skills.

  • Those desiring or who want to know about Customer Support Best Practices
  • Prospective or current Client Care and related Team Members
  • Managers of Support Groups, Supervisors, Operations Analysts
  • External and Internal Consultants and Staff Analysts
  • Senior Staff, Directors, Leaders at all levels to coach staff or as a refresher

Helpful Experience
No prerequisite experience needed.

Why Data Analysis & Results (DA&R)?

We share in your success! Your Challenges Are Our Passion! Our consulting and courses are consistently rated excellent, as are our very experienced Consultant Instructors, who average 20+ years in Project Management, Operations, and other key Leadership roles. For organizations, we can support your projects and change efforts via ConsultingSpeakingTrainingand Staffing.  Here are our Testimonials, Clients, and Course Calendar for our popular professional development education training courses.

For individuals, we provide advice and limited job placement help if you are seeking employment. Here is our blog that is updated with current job search tips and resources job-search-career-enhancement-for-professionals.


Fast Improvement for Operations, Project Management, and Business Analysis
via Consulting, Process Improvement, Staffing, Speaking, & Training

Professional Education Focus Areas - Learning Outcomes - Benefits
Upon completing this course, Learners will understand a Best Practice Customer Support framework, how to utilize it, and how to prepare for various Client Care situations. Learners will know how to
  • Increase Customer Satisfaction by focusing on Communication Skills
  • Develop a personal improvement plan based on best practices and needs
  • Understand how Customers think and how to best communicate with them
  • Learn techniques for calming customers via Empathy and Active Listening
  • Know the benefits and value of Customer Support
  • Learn Customer Support principles and philosophy; the key concepts of Customer Support domains, tasks, knowledge, and skills
  • Demonstrate that you have the capability to manage the Customer Support process
  • Utilize the most common Customer Support processes, tools, and techniques
  • Understand how Customer Support relates to Sales and Operations success
  • Perform various exercises to reinforce key learning concepts

Certification Formal Education Hours 
& Continuing Education Credit

  • Qualifies for 14 PDU®s for Project Management Institute® PMI® Project Management Professional® PMP® and Agile Certified Practitioner® PMI-ACP® and other accreditations
  • Qualifies for 14 SEU®s for Scrum Alliance® CSP® Certified Scrum® and other accreditations
  • Qualifies for 14 CDU®s for International Institute of Business Analysis® IIBA® Certified Business Analysis Professional® CBAP® and CCBA® and other accreditations

Course evaluated and delivered by DA&R Senior Consultants and Instructors so you can be assured of highest quality.

BABOK Guide Knowledge Areas Covered: Elicitation, Requirements Life Cycle, and Underlying Skills.
PMBOK Guide Knowledge Areas covered: Risk, Human Resources, Stakeholder, Integration, Scope, and Communication.

Course Agenda

Customer Service Introduction and Logistics

  • Course and Learner introduction, goals, and logistics
  • Develop your own customized action plan

Module 1: The Value of Customer Service

  • Understand Customer Service Foundation Areas
  • Customer Care and Motivation
  • Standing Out with Customer Service Best Practices

Module 2: Customers Define Success

  • Trends in Customer Service
  • The Customer Care Equation

Module 3: You Make the Difference

  • Negotiation Skills
  • Benefits of Active Listening
  • Our Attitude Matters!
  • Influencing Your Organization to Help Customers
  • Partnering with Unhelpful Colleagues
  • Applying the Human Touch

Module 4: Customer Relationships

  • Face-to-Face Contact
  • Service Face to Face
  • The Service Recovery Process

Module 5: Who Is the Customer?

  • Customer Relationship Management
  • Internal Customers
  • External Customers

Module 6: Customer Support

  • Customer is the Focus
  • Handling Customer Complaints
  • Phone and other Customer Communications
  • Metrics to Improve Customer Services

Module 7: Engage Difficult Customers

  • Complaints are Opportunities
  • The Unreasonable or Angry Customer
  • Reducing Escalations
  • Turning Difficult Customers into Loyal Friends

Module 8: Increasing Customer Loyalty

  • Moments of Truth
  • Analyze Moments of Truth
  • Action from Moments of Truth

Module 9: Increase Sales and Productivity via Service

  • Sales Orientation
  • Process Improvement Opportunities
  • Features and Benefits
  • The Nature of Persuasion

Course Close: Final Questions, Next Steps, Study Plan, and Continued Support

The Fine Print

Our consultants don’t just communicate information. They include best practices to encourage Learners to assess your situations, use data analysis and other best practices, collaborate, take the right actions, and help you make fast, appropriate decisions to drive real results.

Here’s just a bit of what our alumni have to say from our Testimonials

“Instead of giving instruction and sending us on our way, you helped us with starting a realistic approach that we can take back to the office and use immediately.”
 - Sr. Project Manager, with over $275m of construction and software projects, large State of Texas government agency

“We realized the first day that we were our own worst enemy. Come ready to change and you will benefit greatly from this business analysis training. We will bring Darrel and his team in-house prior to our next big project.”
- Sr. Director, leading Non-Profit Software Vendor

All courses may include multiple on-site and virtual live instructors to maximize Learner experience and points of view.

Agile & Integrated Business Analysis (A&I BA), WEDIAKPO2!, and DA&R are trademarks of Data Analysis & Results, Inc.
IIBA, IIBA logo, BABOK, Business Analysis Body of Knowledge®, CBAP, Certified Business Analysis Professional, Certification of Competency in Business Analysis, CCBA, Endorsed Education Provider, EEP, and EEP logo are marks owned by International Institute of Business Analysis.
PSM, PSM I, PSM II, PSM III, and Professional Scrum Master and logos are marks owned by
PMBOK Guide Knowledge Areas: Integration, Scope, Time, Cost, Quality, Human Resources, Communications, Risk, Procurement, Stakeholder. PMI, PMP, CAPM, PMI-ACP, and PMBOK are registered marks of the Project Management Institute, Inc.