# Customer Service Training Course Canonical URL: ## Overview What makes customer service exceptional, and why is it important? In this three-hour workshop, participants review case studies of companies with high service standards and discuss the value of goodwill. They’ll explore seven core principles of excellent customer service. Through hands-on activities, participants will practice verbal and non-verbal communication, active listening, and effective questioning techniques. By the end, they will be able to apply problem-solving skills to assess customer needs accurately and resolve complaints with confidence. ## What you'll learn - Explore case studies of companies recognized for exceptional customer service - Discuss the concept of goodwill and its impact on customer relationships - Learn seven essential principles of excellent customer service - Practice effective verbal and non-verbal communication techniques - Understand the importance of organization in delivering consistent service - Discover how team collaboration leads to better customer outcomes - Develop skills to accurately assess customer needs - Examine how confidence influences customer interactions - Learn techniques for diplomatically and effectively resolving customer complaints ## Curriculum ### Module 1 – Defining customer service #### I. What is good/ exceptional customer service? - Case studies: three exceptional companies - What is your company’s policy? - What is goodwill? #### II. 7 Principles of customer service - Support customers as a team, listen, don’t be robotic - Be empathetic and honest, be knowledgeable and answer in a timely manner ### Module 2 – Developing customer service skills #### III. Communication - Listen, patience, empathy, difficult conversations #### IV. Organization - Spreadsheets, databases, keep track of frequently asked questions - Automation of repetitive tasks #### V. Collaborative tools to help avoid multiple responses - Demo of tools ### Module 3 – Solving problems #### VI. How to best assess the situation - Is the customer always right? #### VII. Building confidence - Knowledge of product #### VIII. Listen to resolve, not to argue - Asking the kinds of questions that elicit the information you need ## Schedule - Sep 15, 2026 2:00pm–5:00pm — Live Online ## Instructors ### Heather Murphy Capps — Curriculum Program Manager Heather is an education and media professional with more than 30 years of experience in teaching, professional skills training, broadcast news, and public relations. She’s been with Graduate School USA since 2008, as the program manager for the Executive Leadership Program, as well as an instructor and course content developer for the Center for Leadership and Management. Her education career began with a teaching stint in a Western Kenya high school. After she returned to the States, she earned a Master’s degree in journalism. Heather then built a dual-track career for herself as a television and radio journalist who also taught both high school and university students, focusing on writing, politics, and journalism. In the early 2000s, Heather stepped aside from her news career to serve as press secretary to the Mayor of Jacksonville and the Special Projects Director for the Jacksonville Super Bowl Host Committee. While holding those positions, she led multiple public relations and media outreach projects to improve the city’s recognition, image, and public hospitality prior to Super Bowl 39. Heather has a bachelor’s degree in political science from Bryn Mawr College and an M.S. in journalism from Boston University. ### Linda Haynes-Jackson — Instructor Linda Haynes-Jackson has worked as a contractor to the Federal Government and Graduate School for over 35 years. She facilitates a plethora of training classes, which include all levels of Microsoft Applications such as Excel, Power BI, Power Pivot, Access, Outlook, Word, Teams, and PowerPoint. In addition, she offers: Customer Service training and Section 508 Compliant Guidelines. She has delivered instruction to all levels of staff, including those who require special accommodations, and has received numerous training instruction awards. Her doctorate studies in Personnel Administration were at New York University. She has an M.A. from Villanova University and a B.S. from Temple University. She also managed an independent consulting company with clients such as: FBI, Environmental Protection Agency, Secret Service, USDA, Nuclear Regulatory Commission, NIH, Johnson and Johnson, Campbell Soup, and Blue Cross/Blue Shield. She has won numerous awards for training from Fortune 500 companies and federal, state, and local governments. In addition, she has served as an Adjunct Professor at several accredited colleges for many years. Ms. Haynes-Jackson has been noted as a passionate, energetic, and engaging instructor. ### Doris McMillon — Instructor Doris McMillon, is one of the top media training consultants in the United States, who has served government agencies, non-profit organizations and Fortune 500 corporations with award-winning campaigns and measurable success for more than 30 years. She offers a variety of communications services from dynamic leadership training to community outreach and media placement. McMillon is noted for personalized service and attention to detail. Doris McMillon is nationally renowned for her expertise in key message development, media interview training, executive presentation coaching, image branding, and customer service training and facilitation. McMillon has decades of experience in Communications training, reaching and motivating diverse audiences, specifically in the education arena. Ms. McMillon’s personal stamp of integrity and efficiency is the guiding force behind her long-term success. A veteran journalist, newscaster, and producer, this communications strategist has decades of business experience. Her work includes posts at major market radio stations, the three major networks, and cable news networks. She is an instructor at The Graduate School USA in Washington, D.C., where she teaches all levels of government employees how to communicate effectively in their workplace. In addition, Ms. McMillon provides online instruction for the school’s communications courses. She provides media interview training for senior executive service personnel who are tasked with providing important policy-making functions. As a sought-after speaker and event host, Ms. McMillon also provides spokesperson presentation coaching. She is a co-author of _The ABCs of Media: Turning Negative News into Positive Press_. She is currently working on a publication entitled, _An Accidental Entrepreneur: My Unexpected Journey._ Ms. McMillon is the author of _Mixed Blessing_, an autobiography that tells the story of her search for her German mother and African American father. Her production of _Brown Babies: The Mischlingskinder_ is an award-winning documentary that chronicles the plight of mixed-race children born in Germany after World War II. A polished actress, Ms. McMillon plays herself as an anchorwoman in Clint Eastwood’s Movie, IN THE LINE OF FIRE, Wesley Snipes’ movie, MURDER AT 1600, and HEAD OF STATE, with Chris Rock and Bernie Mac. She also plays herself as a news anchor for the TV series The West Wing, NCIS, and The Wire. For eight years, McMillon hosted Education News Parents Can Use for the U.S. Department of Education. The program focused on schools, learning, and the implementation of federal education regulations and law, including the No Child Left Behind Act of 2001. Its purpose was to offer parents information about getting involved in their children’s learning. Some of the topics addressed were Math and Science Education: Critical Skills for the 21st Century, Teacher Quality: Inspiring Excellence and Strengthening Innovation, and Transforming Higher Education: Access and Affordability for All Students. In addition, McMillon was the Education Reporter at WJLA TV, Channel 7, in Washington, D.C. She is a dual citizen of the United States and the European Union (Germany), and is conversant in French. ### Bascom Destrehan “Dit” Talley — Instructor Bascom Destrehan “Dit” Talley, III is a seasoned educator and consultant with more than four decades of experience in leadership development, executive training, and organizational consulting. Since 1993, he has been an instructor with Graduate School USA, designing and delivering courses in leadership, management, and executive development for federal and international clients. He also teaches Global Leadership in the International Teaching and Global Learning Program at Johns Hopkins University and has instructed in the Police Executive Leadership Program, supporting both undergraduate and graduate cohorts, including law enforcement professionals from the U.S. Secret Service and ICE. In addition to his teaching career, Dit founded and led Corporate and Government Consulting, a Washington, DC–based firm that specialized in leadership development, team building, strategic planning, and organizational assessments. His work has supported federal agencies, state offices, and private-sector organizations across the United States and internationally. He has coordinated national conferences, authored training manuals and guides, and published on workplace issues such as team building and preventing sexual harassment. Dit holds degrees from the University of the South, St. Paul School of Theology, and Boston University, with advanced studies in social ethics and public policy. ### Marshall Scantlin — Instructor Major General Marshall H. Scantlin retired after a distinguished career in both active duty and reserve service. He began in the 45th Infantry Division, Oklahoma National Guard, rising from enlisted roles to command assignments across the U.S., Europe, and the Middle East. His leadership included commanding the 28th Combat Support Hospital, directing medical and logistical operations during Operations Desert Shield/Desert Storm, Eager Light, and Bright Star, and serving as Commander of the Texas State Guard Medical Brigade. A graduate of the U.S. Army War College, Command and General Staff College, and multiple Army schools, Scantlin also earned a B.S. in Pharmacy from the University of Oklahoma and an M.A. in Business Administration from Webster University. His decorations include the Legion of Merit, Bronze Star, Meritorious Service Medal (w/5 oak leaf clusters), Southwest Asia Service Medal, and Kuwait Liberation Medal, as well as the Expert Field Medical Badge and Master Parachutist Badge. Beyond military honors, he has been recognized as a Distinguished Alumni by the University of Oklahoma College of Pharmacy, inducted into the Oklahoma National Guard OCS Hall of Fame, and honored in the Oklahoma Tau Kappa Epsilon Hall of Fame. ### Michele Proctor — Instructor Michele is a business strategist and Human Resources pioneer – delivering over 25 years of HR Management, Organizational Development, and leadership training to a variety of industries, which include the public, private, federal government, and higher education sectors. Scope of Expertise: Michele’s core competencies lie in the areas of Organizational Assessment and Development, Performance Management, Human Resources Management, Professional Development and Leadership Training, Transition and Change Management, Workforce and Career Development, and Conflict Resolution. Michele’s core competencies focus on creating a synergistic work environment where employees thrive to be successful by not only bringing their realized and unrealized strengths to their tasks, but also are allowed to experience the joy and happiness to the outcome of efficient and effective work products. She guides individuals through a journey to find their passion for work at work. Her consulting and organizational effectiveness expertise has credited her with improving performance efficiencies within business units and operations by as much as 70%. She is the former Project Manager and Lead Consultant on Building a Great Place to Work for the DC Courts Human Resources Division, having led the initiative for the creation of the HRD Five-year Strategic Plan and Workforce Development Program, “Fulfilling Our Future.” Michele has held senior-level executive positions at the Air Line Pilots Association, Int'l; at Howard University, Washington, DC as Assistant Vice President for Human Resources Management; and at Executive Transitions International, Inc. as Senior Vice President of Marketing and Consulting Services. She has been an adjunct instructor at the George Washington University, Washington, DC and is currently adjunct faculty at Anne Arundel Community College, Anne Arundel, MD and the Graduate School, USA. She is the founder and President of RENQUEST & ASSOCIATES, INC., "Your Pathway to Excellence,” an independent consulting group in Organizational Effectiveness, Business Development, Human Resources Development, Business Operations, Change and Transition Management, Outsourcing, Facilitative Training, and Career Planning. Michele holds a BBA in Personnel Management from the George Washington University, Washington, DC. She has also held several Board of Directors’ positions in many professional associations. She is a member of the Society for Human Resource Management, The Association for Talent Development, The International Association of Career Management Professionals, and The International Society for Performance Improvement. She is certified in the DiSC profile and certified as a mediator for the District of Columbia. She has been certified as a Career Management Practitioner by the International Board of Career Management Certification. Michele is a recipient of the Graduate School USA’s Customer Excellence Award and a recipient of the Business and Professional Women’s League, Inc. Business Award. ## Pricing **Tuition:** $199