Customer Service Essentials

Explore the fundamental character principles and best practices that can be used to ensure customers always feel welcome, are treated with respect and have an exceptional service experience every time they interact with your department.

This full-day class reviews specific customer service standards and provides strategies to utilize these standards effectively. Learn the five key elements for helping customers and review the seven steps to providing the best customer service. This class is intended to help you elevate your customer service skills and increase your confidence when interacting with customers. This class is offered at least once a quarter.

On this page:

Learning Outcomes

  • Provide top quality service using the five key elements for helping customers
  • Listen effectively to the customer to meet their needs
  • Implement seven steps to provide the best customer service
  • Maintain service standards on the phone and face to face
  • Utilize specific techniques for professional etiquette

Intended Audience

UB faculty and staff





Class Schedule and Registration

Log in to UB EDGE to view class dates and register. (Don't have a UB EDGE account? Search for dates on the UB Calendar and email or call 716-645-4459 to register.)

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Contact for Questions

Kerry Lynch

Kerry Gangi

Program Coordinator & Communications Specialist

Organizational Development and Training

Phone: 716-645-4459


The University at Buffalo is committed to providing reasonable accommodations to individuals with any disabilities. If you require accommodations to participate in this session, please contact Organizational Development & Training (OD&T) at (716) 645-4459 or prior to attending the class. Please allow ample time for OD&T to work with the Office of Accessibility Resources to arrange accommodations.