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Customer Service Essentials for Frontline Teams
One organization, unlimited learners. Instant download after purchase.
All sales are final. Due to the instant-access nature of digital downloads, refunds are not offered. Please review the preview before buying. Issue with your purchase? Contact support@kacompany.us. Refund Policy
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Each purchase is licensed to one organization for use in one LMS, with unlimited learners. By buying, you agree to the License Agreement and Terms of Use.
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About this course
A customer service foundation course for anyone who serves customers at a counter, on the phone, by email, in chat or by text. Four steps that work in every channel, practiced on realistic situations.
Who it is for
Frontline staff in shops, clinics, offices, trades and service businesses
New hires who need a service standard from their first week
Managers and small business owners who want everyone serving customers the same way
Trainers and HR professionals building a service onboarding program
The problem it solves
Most service problems come from small, common gaps: a customer who waits without being noticed, a question answered before the need is clear, or a conversation that ends before anyone confirms the outcome. This course closes those gaps with a short routine staff can use on any channel.
What learners will be able to do
Respond promptly in any channel, even before they can help
Find out what the customer actually needs, then say it back to confirm
Act and explain what they are doing, with a realistic time
Confirm the outcome before closing the conversation
Adjust the same steps for phone, email, chat, text and in person
The KA method
READ, an original KA Company method: Respond promptly, Explore the need, Act and explain, and Double-check and close.
What is in each format
E-learning (SCORM)
A narrated SCORM 1.2 course with captions, 16 screens
Practice activities and a branching scenario
A five-question knowledge check with a pass mark
A printable one-page READ job aid
In-person kit
Facilitator guide for a 2.5-hour workshop, 26 pages
22-slide deck with speaker notes
11-page participant workbook
Job aid card, a READ by channel card, eight role-play scenario cards, an observer checklist, channel rewrite and say-it-back worksheets with answer keys, a start-of-shift checklist and a 30-day action plan
Virtual kit
Facilitator guide for two 75-minute live sessions, with producer run sheet and cue sheet
31-slide virtual deck with speaker notes
The same workbook and handouts as the in-person kit
All formats bundle
The e-learning course, the in-person kit and the virtual kit together, for teams that blend self-paced and live training.
Length
E-learning: about 22 minutes
In-person workshop: 2.5 hours
Virtual workshop: two 75-minute sessions
Frequently asked questions
Is this right for brand-new staff?
Yes. It is written as a foundation course, with no assumed experience, and works well in the first week of onboarding.
Does it cover written channels?
Yes. Learners practice rewriting replies for email, chat and text as well as phone and in-person service.
Will the e-learning work in our LMS?
Yes. It is a SCORM 1.2 package, the most widely supported format. It reports completion and the knowledge check score, and it runs offline because the fonts and media are packaged inside.
Do I need training experience to run the in-person or virtual kit?
No. The facilitator guide gives a timed agenda, what to say, what to ask and what to listen for at every step. A manager or business owner can run it.
Can we add our logo and our own terms?
Yes. The kits are editable Word and PowerPoint files. If you would like us to brand the e-learning for you, request a customization quote.
One price, yours to keep. Licensed to one organization with unlimited learners.
License
One organization, unlimited learners, perpetual use in your own LMS. No seat minimums and no annual renewal. Resale and redistribution outside your organization are not permitted.