Customer Service Training

Customer Service Training

The success of an organization depends on its keeping its customers satisfied with the goods or system that it offers. Therefore, Client Solution is an essential business capability for all functions and levels of the organization. Client Solution is a process as much as an attitude and has to be considered in talent hiring as much as talent retention. However, many organizations view the function of their Consumer Solution as a necessary nuisance. They may spend a fortune on building their brands or applying the latest technology to upgrade their products, etc, but skimp on consumer Solution enhancement. Consumer Solution strategy building is neglected. The Globibo Consumer Solution Training Approach supports institutionalizing Consumer solutions and creating beacons for future client Solution Improvements.

In case, you are not sure about choosing customer service training, our blog ‘How Training On Customer Service Enhances Customer Satisfaction?’ is just for you.

Our Customer Service Training programs cover topics like :

  • 1 - Customer Service Expectations & Experience
  • 2 - Customer Interaction & Client Touch-points
  • 3 - Customer Service Process Management & Automation
  • 4 - Customer Loyalty & Retention Management
  • 5 - Customer Service Measurement, KPIs & Benchmarking
  • 6 - Customer Feedback & Innovation
  • 7 - Customer Service Standards & Methods
  • 8 - Customer Service Training & Coaching

Customer Service Training Approach

Customer Service Training Process

The Customer Service Training follows the GALTA approach. For more information on GALTA please check out our Training Approach Information.

Step 1 - Customer Service Management Prioritisation

In an interview, Globibo will assess the Client Solution objectives and priorities of the management team. Based on the information gathered, the overall Client Solution Training program will be customized and the upcoming stakeholder survey adjusted.

Step 2 - Customer Service Stakeholder Survey

A Client Services stakeholder survey will provide quantitative and qualitative information regarding the strengths and weaknesses of the current organization. Based on the results, the overall program will be further fine-tuned. The stakeholder questionnaire will survey team members as well as external parties that can provide feedback on the strength and weaknesses of the team.

Step 3 - Customer Service Management Alignment

Once the survey results are consolidated, Globibo will review the output with the management team and align the overall CLient Solution Training agenda to the company’s objectives and goals.

Step 4 - Execute 6 GALTA of Customer Service Training

The Client Service Training is based on the GALTA approach. The six stages of GALTA are Inspiration, Preparation, Transition, Practice, Feedback, and Review. Based on what occurs during the GALTA process, each participant will be asked to formulate an action plan to follow up in the subsequent weeks and months. This action plan will be monitored by the client and/or Globibo.

Step 5 - Participant Feedback

Once the team-building activities have been completed, the participants will be asked to complete a feedback survey on how further training can improve the Client Solution Strategy as well as which improvement ideas they have for the program.

Step 6 - Management Review

After the findings of this survey are consolidated, Globibo will determine with the management team which action should be pursued after the initial Client Service Training.

Step 7 - Structured Follow-up on Consumer Service Action Plan

Based on the Client Solution workshops as well as the management review, the trainer will schedule follow-up sessions with the participants and/or the management team to determine whether they can apply what they have learned in the workshop to their daily office routines.

Customer Service Training Agenda

The team-building approach includes eight parts. Those parts are shared goals and priorities, shared leadership, clear roles for accountability, effective communication, clear decision making, leverage of diverse skills, creative problem solving, and honest appreciation and fun.

1 - Customer Service Expectations & Experience

The initial component of this program highlights the difference between Client Expectations and how to create a truly exceptional Client Experience. The concept of the Extra-Mile is introduced and discussed how to integrate it into the existing organization.

2 - Customer Service Interaction

The chapter will focus not just on the basic Client Interaction but also provide time to practice handling customer complaints and more serious problems. The session provides a lot of space to experience how to handle difficult customers as well as how to initiate Client Recovery.

3 - Customer Service Process Management & Automation

During the Process Management and Automation Session process integration and IT solutions are discussed and potential utilization determined. Smaller applications to help the day-to-day operations, as well as larger ERP systems, are analyzed to understand the strength and weaknesses of such applications.

4 - Customer Loyalty & Retention Management

Loyalty and Retention are the key focus area of a lot of organizations. During this session, the basics of Client Retention for the particular industry are discussed and general rules of engagement are determined.

5 - Customer Service Measurement & Benchmarking

Measurement, as well as Benchmarking, is a core principle of Consumer Solution Management. Identifying valid Key Performance Indicators, adequate targets, and how to measure the progress efficiently are the objective of this session.

6 - Customer Feedback & Innovation

Requesting, analyzing, and following up on Client Feedback is a huge source of Client Solution Improvement. Qualitative and quantitative Client Analytic and Innovation Transition are key challenges in most organizations. In this session, the participants will discuss how to assess feedback effectively and feed the innovation pipeline.

7 - Customer Service Standards

Around the world, several Consumer Solution Industry Standards are applicable and/or available. Beyond legal requirements, those frameworks describe best practices for different products/solutions as well as processes. During this session, the participants contextualize those standards to the current operations and discuss the future strategy.

8 - Customer Service Training & Coaching

Talent Management and Development is a key function in Client Solution Leadership. Identifying soft skills as much as hard-skills training needs and developing a sustainable talent pool is a great challenge for most Client Service Organizations. This session will provide the room to determine training opportunities and strategies as well as to practice Coaching sessions with team members.

Customer Service Excellence Contacts

To learn more about our Consumer Service Training program or to get a customized proposal, please contact us. To learn more about our Training approach or eLearning Concepts, please check out our Web site or give us a call.

In case, you are not sure about choosing customer service training, our blog ‘How Training On Customer Service Enhances Customer Satisfaction?’ is just for you.

Customer Service Training Approach

Our Customer Service Skills Curriculum covers the full spectrum of knowledge required to develop true Client Solution professionals. Designed and curated by Consumer Service Training experts of different domains together with our panel of trainers and Academic Board, the Consumer Solution training program balances depth and spectrum acknowledging the latest trends as much as most important Consumer Solution basics.

Our standard Customer Service Courses can be customized according to the current priorities of the organization or teams. With our mix of traditional classroom lessons and online learning media (Consumer Service eLearning), we can create a Consumer Solution training program that drives particular knowledge and processes that support the individual and specific responsibilities.

We can provide our Customer Service Excellence Program at any location around the world. With several clients, we run regional or global training programs that ensure consistent training and skill-sets at different locations.

Globibo Training

Our Training Curriculum

Globibo is not just providing the basic Corporate Training topics but has customized 25 industry-specific training curriculums. The industry-specific curriculum describes a full development path to becoming a subject-matter expert in a particular domain.
Globibo Training

Our Training Approach

The Globibo Advanced Learning & Transition Approach (GALTA) is based on 6 Steps. We believe that modern technology simplifies the transition of learning into application. This is why we choose the latest learning methods and tools to provide the learner the right support until the learning can be applied in the day-to-day functions of your life and job. [ more ]
Globibo Training

Our Trainers

World-class Trainers have to come with the right blend of experience and theoretic knowledge as well as didactic and teaching competence. Our rigorous Academic board works with subject matter experts and trainers around the world to find the right blend of theory and method to facilitate the most efficient and effective learning experience.

Customer Service eLearning

Our Customer Service eLearning program provides standard pre-packaged eLearning modules for Consumer Service training as well as develops bespoke solutions for the industry or context of the organization.

Our Customer eLearning programs cover general topics like:

  1. Customer Service Expectations & Experience
  2. Customer Interaction
  3. Customer Service Process Management & Automation
  4. Customer Loyalty & Retention Management
  5. Customer Service Measurement & Benchmarking
  6. Customer Feedback & Innovation
  7. Customer Service Standards
  8. Customer Service Training & Coaching

The customization of the full eLearning program is done after the analysis of the learning objectives of the client as well as the review of the latest industry best practices and trends.

All Customer Service eLearning modules can be desktop or mobile-based with or without SCORM integration.

For more information on our Service eLearning Solutions

Customer Service Training FAQ

1. What Should Ideal Customer Service training include?

If you are looking for customer service training for your customer support team, make sure you know what the program should include. Any comprehensive customer service training should cover topics like customer service expectations and experience, customer feedback and innovation, customer loyalty and retention management, etc.

2. Does Globibo offer online customer service training?

Yes, you can check out our customer service eLearning program. We have an effective eLearning program with a wide range of topics. Globibo provides standard pre-packaged eLearning modules for your customer service training. You can easily join and get customer service training online with us.

3. Should I invest in Customer Service training?

Investing in customer service training can benefit your business in the long run. By training your customer support team, you can understand the customer’s needs more easily. Besides, having a strong customer service team is a great way of customer retention and attracting new ones. Customers always prefer companies that have a decent service overall.

4. Why Customer Service Training is Important?

Many organizations aim for more revenue, higher margins, lower costs, and of course more customers. And they have also realized that revenue could be lost as a result of a less than perfect customer experience through a simple posting by errant customers in social media, for e.g. Facebook. For this reason, big companies like Starbucks, Toyota, Procter & Gamble, IBM, etc. have elevated their Client Solution experience to a higher level to retain existing customers and welcome new ones. Consequently, these companies have reaped and are reaping substantial awards with their Comsumer Solution standards which include the following:

  1. Happy customers willingly patronize the company and so, are willing to pay premium prices even in this economic downturn.
  2. As Customer Service reviews are good, the sales team do not meet with much resistance in their sales.
  3. When customers are happy, strong emotional bonds are created between the company and the customers that help boost brand loyalty and block competitors.
  4. Happy customers are a useful marketing tool as nothing can compare to this positive “word of mouth” sales tactic.

5. Who needs customer training?

If you have a customer service department, you must ensure that your employees are well trained. We help you with consumer service training with our pre-designed training module.

6. Is customer service training necessary?

Yes, it is necessary if you want to retain your customers and build a loyal customer base. Premier companies understand the importance of good reviews, which you can achieve through exemplary customer service.

7. Will customer churn reduce after training?

Yes, one of the significant objectives of customer service training is to reduce customer churn. In addition, once your employees have undergone the training, they will understand customer requirements better.

8. What can you expect as a result of customer training?

Other than customer retention, you can expect an increase in sales. Better customer service means better sales through 'word of mouth,' which will help improve your company's profitability.

Learn how to make your customer service training top-class by reading our blog ‘Implement A World-Class Customer Service Training’

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