Customer Service Education

Customer service education is the most effective approach to creating the best customer service as it is focused on “why” rather than “how”. It helps to prepare a more aware specialist in the field of marketing. Every customer service education approach has its features, but all the best is focused on the five primary aspects described below.

Customer service is one of the essential elements in creating the best customer experience, which is vital to building an efficient business. It means that teaching right customer service is a crucial step in forming effective approach, which will facilitate current and future results regardless of the branch of the sphere of business.

There are different ways to teach customer service: training, webinars, guides, team buildings, and others. Unfortunately, most of them are focused on answering the question “how” while work with clients requires answering a question “why.” Only such an approach gives more understanding of the preconditions, situation, and possible outcomes of the solution that will be made by the particular service supporter.

The only way to achieve more reliable results in the regarded issue is customer service education. Despite the fact that every educating program has its features, five obligatory elements have to be developed and taught in this process:


One of the first items in the right customer service education is understanding. This aspect relates to the awareness of both the interests of the customer and strong features of the company that suggests some help.

Help & Care

Even without enough level of understanding, customer service education has to be focused on forming adequate help and care. Those elements are vital for customer service as they have an essential influence in building right attitude to the firm by the client and possible future cooperation.


One more necessary element of every customer service education program as it allows to form a hidden aspect of the right behavior, which is felt intuitively by the customer and leader. Actually, it is a cornerstone of every work and position, but when the talk is about human relations, responsibility can muchly increase the confidence, what can be essential for the future.

Assistance and Solutions

Every customer service education program has to teach and lead a person to make right solutions in diverse situations. Providing an assistance or specific support is the crucial aspect of every service as only hearing and understanding the problem is a weak help to a customer. That is why the final target of every customer service education has to be forming the personality, which can provide helpful assistance and qualitative solution.


This item seems to be common in all the customer service education programs and even training, but the quality of those items may muchly vary. Thus, the best practices of customer service education have to be focused on resolving unusual situations by the specialists as the typical ones have already been examined and usually do not require special support. Generating cases that need applying of all the previous items with different emphasizes is the best way to prepare a qualitative specialist in customer service.

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Leybourn, E. (2013). Directing the Agile Organisation: A lean approach to business management. Ely: IT Governance Publishing.
Musso, F., & Druica, E. (2014). Handbook of research on retailer-consumer relationship development. Hershey, PA: Business Science Reference (an imprint of IGI Global).
Schlenger, D. (2005). Committee Connection: AWWA’s Customer Service Committee Promotes Excellence in Customer Service as a Key to Efficient Operations. American Water Works Association, 97(2), 40-43.
Wright, C. (2017). Identify and Specify Customer Value. In Fundamentals of Assurance for Lean Projects (pp. 43-55). IT Governance Publishing.

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