Customer Service Training – Front-Line Service Skills

Living the Brand Promise

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“We pride ourselves on customer service and innovation, and realized that our existing call acquisition strategy and processes were cumbersome to both our associates and customers. As a result, we partnered with LSA Global to develop a new call acquisition strategy. Together, we designed the new call flow process and trained our associates, resulting in an increased sales conversion rate, decreased average handle time and a higher level of customer service. Additionally, the clear expectations and accountability on each and every call has lifted our team’s overall performance.”
Greg Dunavant | Director of Customer Care Operations | Gas South

“My call handling time dropped from 260 to 230, and I know it’s because I have used the diffusing skills I learned in class.”
Customer Service Rep | Cardmember Services | JPMorgan Chase


Every interaction with a customer is an opportunity to connect in a way that builds loyalty and leaves a positive, lasting impression. Employees come into contact with both internal and external customers throughout the day. The service provider is expected to resolve customer problems and meet customer needs in a way that reflects positively on their team, department and the organization.

Connecting With Customers provides individuals with the skills and strategies needed to enhance each customer connection.


  1. Define the role of a Customer Service Professional
  2. Respond to difficult situations while ‘Keeping Your Cool’
  3. Incorporate the Connecting strategy in all customer interactions


I.  Module One: The Customer Service Professional

  • Know the Five Key Service Expectations
  • Demonstrate the Customer Connection Model
  • Define the role of a Customer Service Professional

II.  Module Two: Managing the Interaction

  • Implement the ‘Keeping Your C.O.O.L. Strategy’
  • Recognize the impact your body language, voice tone and choice of words have on customers

II.  Module Three: Enhancing the Connection

  • Connect With Customers using a four-step strategy
  • Use listening skills designed to Build rapport, Defuse upset and/or angry customers, Say ‘No’ in a customer-friendly manner

Target Audience:

Front line to Executive level

To speak with an LSA Expert to learn about the customer service training – front-line service skills program customization and delivery options for your company, please contact us.


Seagate has always found LSA to be a valuable resource. LSA delivers top quality solutions when we need them with just one call. The recent business sales training programs they’ve delivered for Seagate University have been the right solution, highest of quality and customized to our business and culture. I would highly recommend LSA to any company interested in offering top notch learning solutions.

Tammy Dujmovich
Sales, Marketing & Customer Service


I want to personally thank you for meeting and exceeding our expectations. For giving our consultants something they could walk away from the session with and immediately utilize. And finally, for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development


We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design and deliver an education session that taught our property owners the benefits of our Customer Loyalty program.  We found LSA Global’s team to be collaborative, insightful, prepared and nimble, especially given that the time frame for the project became compressed.  We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service


We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager


We needed a way to improve training with our customers. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a way to go to market with our training that improved our customer touch. LSA delivered what we needed in the time we required.

Hinda Chalew
Vice President of Marketing

LSA was very thorough during all phases of our customer service strategy process: the pre-meeting, the meeting and post-meeting. Their time spent with management and our employees went very well. LSA’s write-up of what was said was very insightful. Their suggestions for the future were also very valuable. I can’t think of any phase of the process that wasn’t first class.

John Lynch
CEO & President


We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Field Service Leader


We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways.  We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager


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