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Advanced Customer Service Certificate

Learn and excel at customer service by earning the advanced customer service certificate.

Learn Your Way to Earning the Advanved Customer Service Certificate

Customer service professionals are known as the front line to every business. Customer service professionals overcome customer issues, sell products provide a face and brand to the company and so much more. This advanced customer service certificate provides advanced level training courses that keep customer service professionals on top of of their skills and job requirements.

Courses that we have selected for this certificate are presented in OnDemand format. Each course was previously recorded live and is presented in our OnDemand presentation tool that tracks your participation and completion. Every Lorman course is taught by professionals that are experts in the industry.

Earning the Advanced Customer Service Certificate will give you the ability to showcase your continuing effort to improve professionally and excel in your position.

Certificate Requirements: 

1. Complete all five courses required within 90 Days of date of purchase. 
2. Attendance verification validated upon each course completion
3. Certificate Will Be Mailed with 7 - 10 Business Days

Courses Required:

Walk In Your Customer's Shoes: Empathy Skills And Techniques

Understand how to deliver exceptional service using empathy.Possessing empathy is, at its simplest, awareness of the feelings and emotions of other people. It is a key element of Emotional Intelligence (EQ), the link between self and others. EQ is the ability to recognize and regulate emotions in ourselves and others. Our customers generate 85% of our organization's revenue, so delivering exceptional service is the key to lasting competitive advantage. Being able to deliver exceptional customer care and service demands that we are capable of walking in our customer's shoes, and we accomplish this by exercising a high level of empathy. A critical step towards achieving empathy is gaining a solid grasp of emotional intelligence. During this topic you will learn how to leverage emotional intelligence by embracing four key strategies including Self Awareness, Self-Management, Social Awareness, and Relationship Management in order to forge powerfully effective relationships with your clients as you strive to deliver exceptional service.

Length: 57 Minutes
Faculty: Ethan L. Chazin, M.B.A. - The Chazin Group LLC

Damage Control: How to Recover From a Customer Service Catastrophe

Learn effective strategies to bounce back from a customer service disaster while maintaining customer loyalty.When it comes down to it customer service is all about integrity, professionalism and trust. Once a deal has been lost and things have gone awry your staff needs to determine how to quickly and efficiently win back the trust lost. You will learn how to maintain the professional trust and credibility so that you and your client can leave with both sides intact.

Length: 60 Minutes
Faculty: Drew Stevens, PH.D. - Stevens Consulting Group

Win-Back Strategies for Unsatisfied Customers

An unsatisfied customer is an opportunity waiting to happen. Discover how to alter the customer’s long term perception and buying behavior.While loyal customers are the most profitable, turning an unsatisfied customer into a loyal one is most rewarding. This topic will explain the how-to's of developing win-back strategies for unsatisfied customers and practical initiatives your company should seriously consider undertaking.

Length: 58 Minutes
Faculty: Art Hall - Alvarez & Marsal

How to Control Your Emotions When Dealing With Customers

Working in customer service is both demanding and rewarding. Learn effective techniques on how to keep your cool and stay professional when dealing with customers. The most important asset to any business is a customer. Yet, sometimes the most annoying aspect of the business is also the customer. There are times when the client either becomes too demanding, too belligerent and too confrontational. Some agents know how to handle conflicts well while others don’t. But… it is imperative to the bottom line that we in customer service maintain control. In this information packed topic managers and agents will understand and learn some of the most vital concepts of customer service – never allowing your emotions to get out of control. It is vital for very organization to be professional, be ethical and ensure the best in the customer experience. You will find out how to create the best experience in the interest of customer support and more importantly – the bottom line.

Length: 59 Minutes
Faculty: Drew Stevens, Ph.D. - Stevens Consulting Group

Handling Negative Comments and Attacks From Customers

Disrespectful callers got you down? Learn techniques that will help you bounce back, so you can be on your game ... every time.Over time, fielding telephone calls from irate, disgruntled, disrespectful and abusive customers can be hazardous to your health and well-being. Not only can specific calls from rude callers push our buttons and get under our skin, but the cumulative effects of such calls can erode our self-esteem, scar our confidence and compassion for other callers, and make a hard job tougher, if we let it. 'Handling Negative Comments and Attacks From Customers' provides you and your team with strategies to maintaining your equilibrium, supporting each other and minimizing the damage of any particular caller. You will learn physical, mental, and emotional strategies. Discover the tools for protecting and fortifying yourself, putting negative comments into perspective and maintaining a positive self-image despite the stress and pressure that accumulates from toxic customer interactions.

Length: 62 Minutes
Faculty: Craig Harrison - Expressions Of Excellence! (TM)


Earn your Certificate Today

Only $199
Limited Time Only!

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Trusted Since 1987

Lorman Education Services has been training professionals across the United States and Canada since 1987.

Learn from Experienced Faculty

Learn from professionals that have pounded the pavement in your shoes. We work with only experienced and expert faculty.

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OnDemand Courses are available 24/7. You can stop, start and work between multiple devices as you complete courses.

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Contact our customer service team with any questions you may have. We are more than happy to help.

Past Customers Have Said:

I love the variety of courses offered.  The training presentations are given by knowledgeable, well-respected professionals and are always useful and interesting.  I love the flexibility of live webinars and on-demand presentations.
  • Latasha – Irvine, CA


Easy to fit into a busy schedule.  Several options for educational opportunities, not just one format and a variety of topics.
  • Brenda – Flint, MI


What I like most is being able to access the trainings when it is a good time of me and being able to go back and review them again. Also not having travel to a different locations. 
  • Eilene – Los Angeles, CA


Looking for Other Customer Service Courses? 
Check out all of our other Live and Ondemand Customer Service titles.

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