The Service Advantage:
A Customer Service Training Program

No matter what service or product a corporation may offer, the basis of every business is interacting with, selling to, and communicating with people. One of the most exciting and sometimes frustrating of these people is the customer. It is the treatment of these customers—no matter how demanding they may be—that separates the excellent companies from the mediocre ones.

Customer service and other training programs from the authors of Customer Service for Dummies. Read a free article on customer service training »

The Service Advantage is SCG's well-established and highly-regarded one-day customer service training program that provides your frontline staff with an interactive, experiential training in effective customer service skills including the technology necessary to sustain and enhance these customer service skills on a continuing basis.


The four modules which make up this program are:

Module 1: The Customer Service Distinction

Module 2: Knowing and Using Your Tools

• Voice Quality and Tone
• Body Language Email
• Pacing and Rapport
• General Telephone Etiquette

Module 3: Managing the Difficult Customer

Module 4: Complaint Management and Problem Solving

Customer complaints, while often viewed as undesirable by staff, can, in reality, serve as indicators of customer satisfaction, sources of product and procedural innovation and increased profitability. Once staff understands the inherent value in being receptive to, and capitalizing on, customer complaints, there are several customer service problem solving and complaint resolving techniques which they can use to turn the complaint into a win-win situation for both the customer and the company.

"Fundamentally, it is the treatment of the customer that separates an excellent company from a mediocre one."

“Wow! Your session has had the utmost positive responses from the attendees, you have made a direct impact on the success of my organization because of your dynamic program.”

Debara Lutkenhouse
VP Customer Services, Perkin Elmer

“Our president, managers and staff who participated in your program shared their overwhelmingly positive feedback with me. They not only enjoyed the content of the training but also were delighted with the presentation. I applaud your ability to consistently connect the content of your programs with our corporate culture.”

Magali Akle
Director Quality Service, Avis Rent A Car

“I am searching through an electronic Thesaurus trying to identify the adjectives that describe your presentation. Words like professional, experienced, sensational, stimulating, dynamic and inspiring come to mind.”

Joe Meldrum
Marketing Manager, Apple Computer, Inc.