Customer Service Training · Tier 2

Customer Service Training — Core

For experienced service professionals. Apply the methodology to complex customer scenarios, difficult conversations and the service metrics your business actually reports on.

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Tier 2 Outcomes

What Core delivers.

For experienced reps, team leads and senior coordinators applying structured methodology to real customer challenges.

  • Consistent service delivery across reps and channels
  • Better resolution rates on complex or escalated contacts
  • Lower escalation rates and higher CSAT
  • A shared service language the whole team can use

Who this is for

Corporate clients: whole-team consistency programs, senior rep upskill, team lead preparation. Individual learners: self-enroll with Foundations or equivalent field experience.

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Program structure

Core curriculum.

6 modules applying structured service methodology to real customer challenges.

  • Module 1: The Recovery Arc — turning a complaint into loyalty (advanced)
  • Module 2: Difficult Customers — staying professional, staying human, staying effective
  • Module 3: Handover & Continuity — the customer should never have to repeat themselves
  • Module 4: Service Under Pressure — high volume, time pressure, emotional demands
  • Module 5: Quality & Consistency — building repeatable service across a whole team
  • Module 6: Moving to Team Lead — the shift from frontline rep to service coach

How it's delivered

  • Self-paced online modules (24/7 on the Ascent Learning Platform)
  • Live instructor-led sessions via Zoom, Teams or Google Meet
  • Traditional in-person classroom workshops
  • Downloadable scripts and frameworks
  • AI-powered video practice — record a response, get immediate AI feedback
Your learning journey

You're at Tier 2. Here's the full path.

Core applies the methodology to complex scenarios and service metrics. Each tier builds on the last.

1

Foundations

Build the habits, language and mindset of a service professional.

Completed ✓
2

Core

Apply the methodology to complex scenarios and service metrics.

You are here
3

Pro

Lead the service function — culture, coaching and management.

Next step
Explore Pro Tier → Book a Consultation
Related programs

Other programs you might add.

Customer Service Training (Pro)

Step into service leadership and build a high-performing service culture.

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Customer Service Academy

The deep-dive immersive program for service excellence.

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CX & Account Management

Expand from service rep to client relationship manager.

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Enrol in Core

Apply the methodology to your toughest service challenges.

Individual or corporate — we'll configure the right delivery for your team size and timeline.

Customer Service Core inquiry

No obligation. One business day reply.

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