Customer Experience Starter
Customer Experience Starter gives customer-facing employees a structured foundation in professional customer service. The program focuses on communication skills, difficult customer conversations, complaint handling, first-contact resolution, and shared service standards that help create a more consistent customer experience.
Program Detail
Online
$4,800 + HST per trainee
Duration
4 Weeks
Application Status
Open
Module 1: Customer Service Foundations
Module 2: Communication Skills & Difficult Customers
Module 3: Complaint Handling & First-Contact Resolution
Module 4: Service Standards, Retention & Team Guide
Customer Experience Starter
A practical customer experience program that helps SMB employees communicate clearly, handle difficult customers, and deliver more consistent service.
Highlights and Key Outcomes
Customer Experience Starter is a 4-week instructor-led program designed for frontline employees, customer service representatives, sales staff, operations staff, and team leads who interact with customers as part of their role.
The program gives participants a practical foundation in professional service communication, de-escalation, complaint handling, first-contact resolution, and shared service standards. It is designed for teams that want customers to receive a more consistent experience across phone, email, chat, and in-person interactions.
By the end of this program, participants will be able to:
Apply a structured communication framework to customer interactions
Use de-escalation techniques during emotionally charged conversations
Identify the root cause of a customer complaint
Resolve service issues clearly and confidently when possible
Adapt tone and language across phone, email, live chat, and in-person interactions
Contribute to shared service standards and stronger customer retention habits
Curriculum Details
Module 1: Customer Service Foundations
Participants learn what professional customer service looks, sounds, and feels like across different channels. The module introduces the four-stage service interaction model: Open, Understand, Resolve, Close, and helps participants connect service quality to retention and referrals.
Module 2: Communication Skills & Difficult Customers
Participants learn how to open conversations with warmth and confidence, listen actively, and avoid common language mistakes that make service issues worse. The module also introduces a five-step de-escalation framework that participants practise through roleplay.
Module 3: Complaint Handling & First-Contact Resolution
Participants learn how to acknowledge complaints, identify the real issue beneath the stated concern, and guide the conversation toward an acceptable resolution. The module also covers when to escalate and how to do it without damaging customer confidence.
Module 4: Service Standards, Retention & Team Guide
Participants connect individual service skills to team-level service standards. The module focuses on repeatable habits, tone expectations, escalation criteria, and behaviours that support retention and a more consistent customer experience.
Who Should Attend
This program is designed for:
SMB owners who want customer-facing employees working from the same service standard
Customer service representatives and frontline staff who handle inquiries and complaints
Sales and operations staff who interact with customers as part of their role
Team leads who want a structured foundation before moving into advanced service training
What Participants Work On
Throughout the program, participants complete practical exercises connected to real customer interactions. Activities include interaction audits, communication practice, de-escalation roleplay, complaint mapping, service script development, and team service standard discussions.
Participants leave with stronger communication habits, clearer service expectations, and practical tools they can apply directly in customer-facing situations.