The Top Customer Service Training Courses From Gladly

As you develop and upscale your support center, you’ll likely have to hire more agents to serve a growing customer base. By incorporating top customer service training programs, you can help set new team members up for success. Everyone from customer service agents to CX managers to company executives can benefit from refreshing and mastering the soft skills that lead to effective service.

Gladly offers a wide range of course materials and certificate programs via our Gladly Connect learning resources. Read on for our most popular and productive courses that you and your staff can explore today.

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Top Customer Service Training Courses From Gladly

From basic etiquette to maintaining empathy during difficult situations, Gladly offers a wide range of customer service training programs on topics that can help you and your team practice and improve soft skills.

1. Attitude in Customer Service: Things to Avoid

What it is

A 30-minute lesson on how to recognize, avoid, and work through the most common service mistakes. By reflecting on these issues, agents and managers can be better prepared to tackle them and provide better service in the future.

What you’ll learn

• How to identify and avoid the 10 most frequent customer service mistakes to ensure you keep customers happy and loyal
• Eight actionable tips on how to work through common service mistakes

Why you should take this course

• You’re new to the world of customer service and don’t know what to look out for
• You find yourself dealing with certain repetitive tasks or customer service issues

Additional resources

There are enlightening lessons we can glean from common CX mistakes — check out these three bad customer service examples and practical tips you can apply to avoid them.

Start the course here >

2. Attitude in Customer Service: Character and Integrity

What it is

A 30-minute lesson on how to incorporate character and integrity into every interaction — upholding brand image and driving affinity with customers through quality, honest service.

What you’ll learn

• How to clearly articulate the qualities of exemplary character in customer service
• How to define honesty and integrity, specifically with how they correlate to upstanding customer service
• Six easy-to-implement strategies for cultivating character in the support center, regardless of position or level of expertise

Why you should take this course

• You want to learn how to uphold brand standards in everyday interactions
• You want to improve your ability to be honest in customer conversations
• You want to improve your CSAT scores as an agent

Additional resources

CX managers have a responsibility to inspire their teams to weave character and integrity into daily communications. For more, check out this webinar on how to empower CX employees to be heroes of your brand and drive deeper, more valuable customer relationships.

Start the course here >

3. How to Communicate With Empathy

What it is

A 25-minute lesson about how to find an honest, patient voice within your customer service role. Whether you communicate through written or spoken word, you will learn to develop empathy that sets the tone during customer conversations.

What you’ll learn

• How your tone and style of interpersonal communication are instrumental to providing a quality customer experience
• How to use your tone to show your sincerity and create a sense of trust with customers
• How to use scripts creatively to develop a personal, empathetic tone

Why you should take this course

• You want to get better at maintaining a consistent tone in conversations
• You want to improve your ability to pivot proactively from predetermined scripts

Additional resources

To get more practice with honest communication, try out these empathy exercises for customer service with your colleagues to work out soft skills in a safe, collaborative environment.

Start the course here >

4. Handling an Irate Caller

What it is

A 15-minute lesson that provides situational awareness and breaks down what fuels an irate caller, how to handle these kinds of customers, and how to avoid heated situations in the future.

What you’ll learn

• How to identify when an irate caller needs hands-on assistance and when they just need to burn themselves out
• How to recognize and leverage the importance of paraphrasing in customer conversations
• Techniques to stay calm during difficult conversations and how to navigate your interaction with the customer to get to the real problem

Why you should take this course

• You want to improve your ability to stay calm, cool, and collected when facing angry and irrational customers
• You want to improve communication skills that help you navigate trickier customer interactions

Additional resources

Improvising and adjusting during tricky customer situations is crucial for experienced CX employees, but beginners need proven scripts to learn how to handle difficult customers. Take a look at these CX apology scripts for ideas on how to better alleviate irate callers.

Start the course here >

5. Dealing With Difficult Customers: Achieving Mastery

What it is

A comprehensive two-hour, masterclass-style lesson that covers the indicators, drivers, and roadblocks for difficult customers. This course provides actionable strategies and skill development to manage, communicate with, and calm upset customers while effectively and professionally handling their complaints. Split into 12 bite-sized, 10-minute videos with an accompanying workbook for each, this course demonstrates the importance of handling angry customers quickly and effectively and lays out the tools to do so.

What you’ll learn

• How to show empathy in conversations, regardless of the tone of the customer
• How to understand and handle difficult customers — especially when they’re not accurately conveying the root of their frustration
• How to navigate verbally abusive customers and protect your mental health
• How to improve your negotiation skills when working with difficult customers
• How to ask your customers more insightful questions that help get to the heart of their issues
• How to listen actively to customer complaints to provide truly personalized, attentive service, rather than heavily scripted, routine interactions

Why you should take this course

• You want an overarching assessment of your customer communication and negotiation skills
• You want to master your ability to maintain a positive attitude with difficult customers
• You want to get better at finding root causes of customer complaints and identifying recurring trends that can help improve your team’s overall process

Additional resources

Natural, empathetic conversations are the backbone of personalization and the key to developing long-term customer loyalty. Check out our guide to unlocking customer loyalty through natural conversation, and see where you and your team can improve the way you deliver radically personal customer service.

Start the course here >

Paving the Way for Support Center Success

Taking courses to learn and finesse the soft skills of customer service agents is an essential and ongoing process. With these highly rated Gladly courses, everyone within your CX department can reinforce their abilities to handle conflict and deliver unparalleled, quality support.

Take a look at our entire catalog of customer service training courses, and join our community today to see how you and your team can benefit right away.

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