Customer Service Training for Your Clients' Staff

Offer customer service training for employees at your clients' front desks, call centers, shops and restaurants. In Empath Grow, the Curated Collection has service courses and AI roleplays; Bigger Brains and Inspired eLearning add related topics.

Not an MSP? Ask your IT provider about Empath Grow.

Get the Full Course List

Book a Demo

100+

Customer Service Courses and Lessons in the Curated Collection

Customer Service Titles with AI Roleplays

20+

Distance Selling Courses and Lessons in the Curated Collection

Customer Service Publishers in the Curated Collection

Start Here: Three First Courses for a Client Phone-Service Team

Offer this sequence to a client team that handles customer calls; front-desk and retail teams need their own course choices.

Customer Service 101 Curated Collection, 45 min Build general service habits.
Call Center Essentials: How to De-Escalate Curated Collection, 8 min Calm a tense call.
Six Steps to Service Recovery Curated Collection, 18 min Respond after a service mistake.

For the upset-customer conversation, add the Customer Service 101 roleplay; use the full list for front-desk or retail alternatives.

A Phone-Service Starter Program You Can Offer This Week

For client employees who answer customer calls. Front-desk and retail teams can use different course choices.

Customer Service 101 (Curated Collection, 45 min): build service habits.
Call Center Essentials: How to De-Escalate (Curated Collection, 8 min): calm a tense call.
Six Steps to Service Recovery (Curated Collection, 18 min): respond after a mistake.
Phone Etiquette (Curated Collection, 26 min): practice a clear phone greeting.

Total course time: 97 minutes. This is a sample your MSP and the client can change for the team's calls and customers.

Assign it as a pathway in Empath Grow; Grow Lite cannot assign or report progress.

What Should Customer-Facing Staff Learn?

Start with listening and helping an upset customer. Add call handling, a clear front-desk greeting, service recovery and sales basics where the job includes selling. The Curated Collection has courses for those everyday moments. Its AI roleplays let staff practice selected customer conversations and receive instant, personal feedback (what went well and what to change).

Five job areas from a larger library:

Skill	Courses and Lessons
Customer service and upset customers	100+ in the Curated Collection, including 18 titles with AI roleplays
Call center and phone service	Curated Collection courses and lessons; also Bigger Brains communication
Front desk, hotel and restaurant service	Curated Collection courses and lessons for reception, hotel front office and restaurant guests
Sales basics and distance selling	20+ distance-selling courses and lessons in the Curated Collection; also Bigger Brains
Card data and retail safety	Curated Collection courses; also Bigger Brains and Inspired eLearning

This table is a sample. The full course list also has service recovery, telephone skills and retail courses beyond the examples below.

This page is for your clients' customer-facing staff. For your MSP's own service desk, see help desk training.

Service Conversations, Calls and Front Desks

The Collection has more than 100 customer-service courses and lessons. It covers upset customers, call center work and service recovery, with selected AI roleplays for realistic practice. Hotel and restaurant titles extend the list for clients with those teams.

Customer Service 101, BizLibrary Productions. A starting course with lessons on core service skills and an AI roleplay. 45 minutes.
Customer Service 101: Assisting Upset Customers, BizLibrary Productions. A roleplay lesson about an upset customer. 8 minutes.
Handling Angry Customers, BizLibrary Productions. A course on responding to anger; this title has no AI roleplay. 40 minutes.
Call Center Essentials, BizLibrary Productions. Core skills for staff who handle customer calls. 24 minutes.
Call Center Essentials: How to De-Escalate, BizLibrary Productions. A lesson on calming a tense call. 8 minutes.
Analyzing Your Customer Service, BizLibrary Productions. Review the service experience and practice with an AI roleplay. 42 minutes.
Six Steps to Service Recovery, SoftSkillsU. What staff can do after a service mistake. 18 minutes.
Phone Etiquette, BizLibrary Productions. For front-desk and phone staff. 26 minutes.
Hotel Hospitality: Front Office, BizLibrary Productions. For a client's hotel front desk. 23 minutes.
Guest Service Basics for Restaurant Employees, BizLibrary Productions. For staff who serve restaurant guests. 12 minutes.
Sales Fundamentals, The Jeff Havens Company. Basic selling skills for staff whose role includes sales. 33 minutes.
A sample of eleven titles. The Collection also has service etiquette for people with disabilities, restaurant de-escalation and more phone-sales courses and lessons. See the full course list.

A learning pathway in Empath, with courses and progress

Communication and Card Security

Bigger Brains has no customer-service title group. It can still serve a client that wants listening, work communication, customer emails or payment-card security. Its smaller set does not include the Collection's customer-service roleplays.

Brain Bites - Empathy: The Key to Active Listening, Bigger Brains. Listen closely before replying to a customer. 17 minutes.
Brain Bites - Modern Workplace Communication, Bigger Brains. Clearer everyday communication at work. 34 minutes.
Brain Bites - Writing Effective Emails, Bigger Brains. For written replies to customers. 23 minutes.
Credit Card Security for Frontline Employees, Bigger Brains. For staff who take card payments. 36 minutes.
Competitive Selling, Bigger Brains. A sales course; this title also appears in the Collection. 110 minutes.
A sample of five related titles. Bigger Brains has more business-skills courses. See the full course list.

Card Data and Retail Safety

Inspired eLearning has two focused titles for customer-facing jobs: one for account-data handlers and one for retail workers. Add it beside either base catalog when those topics fit a client.

PCI Essentials for Account Data Handlers - DSS 4.0, Inspired eLearning. Card-data training for account-data handlers. 20 minutes.
Workplace Violence Prevention (Retail Workers), Inspired eLearning. A workplace-violence course for retail staff. 26 minutes.
A sample of two relevant titles from a wider Inspired eLearning catalog. See the full course list for its other topics.

Curated Collection or Bigger Brains?

In Empath Grow, each client has the Curated Collection or Bigger Brains, not both.

For a client with a customer-facing team, the Collection is the direct fit: more than 100 customer-service courses and lessons and 18 titles with an AI roleplay. Bigger Brains has communication and payment-security courses but no customer-service group. The Collection includes Bigger Brains courses overall. Some titles overlap, such as Competitive Selling, but the catalog choices differ.

Inspired eLearning can be added to either base choice. Premium catalogs work the same on Grow Lite, but Grow Lite is watch-only and cannot assign courses. See Grow and Grow Lite.

Questions About Customer Service Training for Your Clients

Short answers for MSPs choosing courses for client-facing staff.

What training is required for customer service at my clients?

No general law requires customer-service training; what staff need depends on the work. Start with listening, handling upset customers, call etiquette and service recovery. In Empath Grow, the Curated Collection has more than 100 customer-service courses and lessons. Add role-specific topics such as card-data handling or retail safety where a client's work calls for them.

How can my clients' staff learn customer service?

In Empath Grow, an MSP can give a client the Curated Collection and assign Customer Service 101, upset-customer practice and role-specific call, front-desk or restaurant lessons. On Grow, the MSP can assign courses; on Grow Lite, staff choose and watch them. The full course list shows more options.

Can my clients' staff practice handling difficult customers?

Yes. Selected Curated Collection customer-service titles have AI roleplays, including Customer Service 101: Assisting Upset Customers. Staff respond to a realistic customer scenario and get instant, personal feedback (what went well and what to change). The separate Handling Angry Customers course covers the topic but has no AI roleplay, so choose a roleplay-marked lesson when practice is the goal.

Should a customer-facing client use the Curated Collection or Bigger Brains?

The Curated Collection is the direct choice for customer-service courses, call handling and customer-issue AI roleplays. Bigger Brains has communication, email and card-security courses but no customer-service title group. In Empath Grow, each client has the Curated Collection or Bigger Brains, not both. Inspired eLearning can be added for card-data handling and retail workplace-violence topics.

Does customer service training work on Grow Lite?

Yes. Premium catalogs work the same way on Empath Grow and Grow Lite, so a Grow Lite client can watch the customer-facing courses in its selected catalogs. Grow Lite is watch-only and cannot assign courses. If the MSP wants to assign specific service lessons and track client progress, Grow has those controls.

Want to See It for Your Clients?

Book a demo to compare customer-facing courses and see which catalog fits each client's team. We can show the service roleplays and the focused card-data and retail titles. Not an MSP? Ask your IT provider about Empath Grow.