Customer Service Training

Professionalism in Customer Service

How’s your organization’s level of service?  Are your customers impressed by your staff and satisfied with how they are treated?  Are you looking for new ways to meet client expectations while improving customer experiences?  If so, this program will help your staff learn more about professionalism, communication, personal motivation, service and solving customer problems. 

Professionalism in Customer service is a six hour program that can be offered as a full-day or two half-day sessions.  The program can also be delivered via four 90-minute webinar sessions.

1.Communicating a Favorable First Impressions

  • Understanding the Customer Service Dance
  • Recognizing the Power of First Impressions
  • Getting in Step with Customers

2.Maintaining A Positive Attitude

  • Recognizing the Cycle of De-Motivation
  • Reversing the Cycle of De-motivation
  • Projecting a Service Attitude for Your Company

3.Dealing with Harmful Misperceptions

  • When First Impressions Go Wrong
  • Deaing with Misunderstandings & Distrust
  • Tools for Repainting A Customer’s Misperception

4.Responding to Four Personality Types

  • Dominant, Interactive, Supportive & Cautious Types
  • Recognizing &  Relating to the Four Types
  • Responding to the Needs of the Four Types

5.Satisfaction, Service & Solving Problems

  • Evaluating Customer Expectations vs. Experience
  • Developing Your Persuasion & Listening Skills
  • Dealing with Angry, Irate or Upset Customers 

6.Keeping Up with Your Workload

  • Maintaining Focus vs. Multitasking
  • Dealing with Interruptions & Distractions
  • Managing Your Time Effectively

7.Service Trends Impacting Your Business

  • Understanding Change Curves
  • The Most Important Trends in Customer Service
  • Challenges of Communication & Technology


Rich also offers a half-day customer service program entitled Total Customer Satisfaction - F.A.S.T! 



Customer Service
Rich Drinon provided customer service training for our entire staff: managers. service reps and operations team members. At Jayhawk File Express customer service is an attitude not a department. Rich coached us on Power-Process-People oriented types, how to define expectations, and how to recognize learning styles. His presentations were fun, interesting and useful for our staff. Our time and effort were well spent; Rich's level of training was a good match for our high standards of quality service.  

Melanie Kitchner
Administrative Manager
Jayhawk File Express


Why Hire Rich Drinon for
Your Organization’s
Customer Service Training?

Rich knows customer service.  At age 12 he was mowing lawns in the summer, shoveling driveways in the winter and delivering newspapers year round in his home state of Maine. 

He later gained retail experience by serving customers, including the rich and famous, at Crown Center and The Plaza in Kansas City. 

He has since owned or worked in management in several businesses while continually improving his philosophy and techniques for providing excellent service. 

Over the years his bosses have consistently made him a “go-to” person for dealing with difficult or unhappy customers.   

Rich has presented thousands of training sessions to hundreds of organizations throughout the U.S. and Canada in the past 27 years.