Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.

Customer Service 101

Participate in Our Customer Service 101 Training Webinars Perfect For:

  • At Home / Remote Agents
  • Live Group Sessions
  • Individual E-Learning Sessions with 24/7 access

Each of the Customer Service 101 Webinar Programs is a 60-90 minute session led by Sherry Redden Evans. A broad range of service related and management development training programs are offered to help you achieve your goals. All programs include group discussion, brainstorming, business scenarios exercises and  Q & As. Each attendee receives a customized plan of action for on-going self-development opportunities and one (1) one-on-one follow-up coaching session.

Your investment is $150.00 per individual membership, providing each participant one year assess to all courses on our CS101 Site.

Program Titles:

How to Deliver Exceptional Customer Service (Basic Skills Introduction - (Pre-work required prior to webinar)

  • Telephone Etiquette Skills
  • Making a Positive First Impression to Control the Conversation
  • Understanding How to Communicate at Each Customer Touch Point (telephone, voicemail, email, texting, IM, etc.)
  • How to Build Rapport and "Upservice"
  • How to Handle Emotions

The Power of Active & Reflective Listening  (Pre-work required to determine listening profile)

  • Understanding  your listening style and personal listening profile. (pre-work assessment skills)
  • Learn how your listening model predicts visible and invisible aspects of listening.
  • Learn how to stay focused on the message.
  • Learn how helping the speaker is integral to active listening.
  • Learn how well you currently listen and pinpoint areas for improvement.
  • Learn when to use empathy in the listening process through reflective listening to defuse emotions and control to conversation.

The Art of Problem Solving Through Effective Questioning

  • The importance of questioning strategies
  • How to ask effective questions to get the right results
  • The art of effective questioning techniques
  • How to plan, frame, and ask the right question
  • How to develop options to your customer to negotiate the right results
  • How to overcome the emotions to actively solve the problem
  • How to identify the two styles of listening

How to Build Trust and Credibility - (Sometimes it's not what you say but how you say it.)

  • How to project confidence by avoiding certain words and expressions
  • How to actively listen to the issue or inquiry to build credibility
  • How to ask the right questions to determine the customers needs
  • How to present a positive, professional attitude with others to impact perception
  • How seven simple steps build trust and credibility with the customer
  • How and when to project empathy to prove to the customer you are engaged in the interaction

Introduction to Emotional Intelligence Two (2)  75-minute sessions required  (Self Assessment Pre-work required prior to webinar)

  • The four key emotional skills: identifying, leveraging, understanding and managing emotions
  • How to connect emotional expressions and underlying messages to read people more accurately
  • How to enhance your skills during emotional interactions
  • How to identify actions and vocabulary triggers that escalate emotions
  • How to meet the emotional needs of others
  • How to manage the emotions of others, along with your own
  • How to develop a working plan using the four key emotional skills to address the workplace challenges

Webinar Details:

  • Post-assessment conducted at the end of each module to verify knowledge gained or identify knowledge gaps.
  • Test results emailed to the assigned person(s) you designate as responsible for the results.
  • All webinars are accompanied with a Microsoft Power Points practice session guide available for download online.  Job Aids for each course included.
  • Practice the skill sets course by course in sequence and collectively
  • One (1) Post “one-on-one” coaching session scheduled via conference call with participants with knowledge gaps identified through the post assessment.

One Year Membership Based Access:

  • One year access to purchased courses.
  • Total access to online courses no restrictions apply.
  • $150.00 per student per year for unlimited access to all available courses.

Private LIVE Webinar(s)  For Your Team:

  • Private Webinar(s) are customized and scheduled for live participation.
  • Customization includes pre and post assessments, real world business scenarios from your organization and customized skills practices.
  • 90 Minute Session OR Two 60 Minute Sessions (lunch and learn is a popular option).
  • Investment:  $499 per department.
  • Includes PowerPoint Presentation & any applicable resources.
  • No limit of the number of attendees per department.






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