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Bravo! Customer Service Done Well

What You'll Learn in Bravo! Customer Service Done Well

Course Length:

6 hours (1 day)

Learning Objectives

  • Demonstrate a customer service approach and better understand the customer’s journey
  • Understand behaviours and how they affect the behaviour of others
  • Demonstrate confidence and skill in the way you communicate
  • Apply techniques to deal with difficult interactions

Target Student

Customer service representatives, service-focused professionals and managers leading service teams, seeking to deliver consistent service, communicate with confidence and provide a great customer experience.

Course Outline

Section 1: Customer Experience

What is exceptional service? What can make service better?

Examine and understand what customers want

Create a top five list of customer service skills

Who is the customer’s customer? And why does this matter?


Section 2: The Customer’s Journey

Dealing with unmet or preconceived expectations

What is the impact you have on that key moment?

Explore the customer’s emotions before they interact with you


Section 3: Creating Consistency

Start with welcoming

Tips to create not just service but a hospitable environment

Build rapport by understanding social styles


Section 4: Communicate with Confidence

Effective communication skills to create collaboration, self-assurance, and mutual respect

How to listen for accuracy, not assumptions

Why open questions work

Mindset starts with intentions

Body language speaks volumes

Participants will practice a scenario of their choice with emotion involved


Section 5: Challenging Interaction

Learn the three factors that lead to heated interactions

How to stop fight, flight, or freeze

How empathy can be used without it feeling fake

Manage your self-talk

How to say no

What the follow-through looks like and why that matters

Offer appreciation

A seal with “Guaranteed to Run” written on it. In the middle is a person giving a thumbs up, standing behind a checkmark

Bravo! Customer Service Done Well

Upcoming Classes

All Public classes are held online
with a live instructor
Dates Price Qty
June 12, 2024
9:00 AM to 4:00 PM ET
$595.00 Online
October 28, 2024
9:00 AM to 4:00 PM ET
$595.00 Online
February 20, 2025
9:00 AM to 4:00 PM ET
$595.00 Online
* Applicable taxes will be applied on checkout

I want to talk to someone about private or customized training

Have questions about this course? See below or reach out to our training coordinators.

Group of 4 or more? Consider private training

The Great Canadian Training & Consulting Company Advantage

When you train with us, your training will not just check a box. We make sure it is GREAT!

  • Experienced Trainers
  • Guaranteed to run classes
  • Learning Guarantee
  • Anytime after-training support for 30 days
  • Bilingual training, manuals & post-training support available

This course comes with

PDF Reference Guide

Take the Reference Guide anywhere and save the environment with an electronic copy of your training Reference Guide for use on any of your computers or devices

Printed Reference Guide

Instead of the PDF that comes with your course, purchase a printed paper Reference Guide for use during your class and future reference

Can I customize my course?

Tailored Training

Your Reference Guide will follow a standard course outline but your class can be tailored to focus on the subjects that are most important to you

Use Your Own Files

You can include your own files in your training session to make it more applicable to your day-to-day role.