The only AGCSS Certified Training For Customer Service Professionals that are AGCSS members.

Interactive Training and Certification      View More Information

Training On Demand

This program provides your organization with the opportunity to host local face-to-face training at a site and date you choose for any number of employees.  Reduce training travel costs for your employees and  improve your employees’ productivity!

Program information

• Target audience is Customer Service representatives
• Provides the high-quality training needed to meet the high standards expected by your customer
• Program is based on the SGCSS publication

Your organization is responsible for

• Purchasing the curriculum (on CD) from AGCSS
• Hosting the training on-site at a location of your choice.
• Inviting attendees. You can charge a registration fee if you’d like.
• Hiring an AGCSS-approved trainer and paying the trainer’s travel expenses and honorarium. Trainers are located throughout North America.

Curriculum is composed of three courses

• Course 1: Customer Relationship Building
• Course 2: The Business of Customer Service
• Course 3: Practice of Customer Service

Course Benefits

Uncover some of the insights behind the Southwest Airlines, Motel 6 and Disney service cultures and processes. In this course, you will examine the time-tested approaches for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You will be introduced to insights and illustrations that can help you transform and improve your organization’s delivery of quality service.

You will learn how to:

• Develop an organizational framework that supports consistent delivery of quality service.
• Adapt the Southwest Airlines, Motel 6 and Disney service approach and tailor it to your business.
• Design quality service standards and processes to create a consistent service experience.
• Use tools to gauge the needs, perceptions, and expectations of your customers at an individual level.
• Engage employees, design the setting, and develop processes to deliver on your quality service commitment.
• Recover effectively from a service failure while strengthening customer relationships.

Who Should Attend

Any leader or employee interested in learning how to improve the customer experience and raise the standards of quality service in their organization.

Certified Customer Service Specialists   View More Information

Entry Level

Instructor’s Level

Professor’s Level