Customer Service Training Course

Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?

You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.

In this fun and exciting customer service training course you will learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.

You will learn about your own personality type as well, as other personality types, and how to engage others in an entirely new way that provides a path to better communication and delivering an improved customer service experience.

PD Training can provide a complete professional development program for your organisation which includes personality profiling and automated training needs analysis, so contact us today to learn more!

The PD Training Customer Service course is fun and effective and will improve the way you approach delivering exceptional service to your clients. This course is available now throughout New Zealand, including Auckland, Wellington or Christchurch.

Learning Outcomes

Explain what customer service means in relation to internal & external customers
Recognise how one's attitude affects service standards
Master ways to develop & maintain a positive, customer focused, attitude
Develop needs analysis techniques to better address customer needs
Apply outstanding customer service techniques to generate repeat business
Practice techniques for developing good will through in-person customer service
Formulate techniques for service excellence over the phone
Gain insight to connecting with customers online
Master techniques for dealing with difficult customers
Acquire tools for recovering difficult customers
Understand when to escalate an issue

Course Outline

Customer Service Training Course - Lesson 1
Brand Ambassador or Brand Assassin?
What is Customer Service?
Customer Behaviour
Why Customers Leave
The Benefits of Brilliant Customer Service
Reflection
Customer Service Training Course - Lesson 2
Customer Diversity
Cultural Diversity and the Global Customer
Generational Differences
Reflection
Customer Service Training Course - Lesson 3
We Choose to Serve
Customer Empathy
Principles of Great Service
Reflection
Customer Service Training Course - Lesson 4
Communication – the Key to Great Service
Listening
Writing
Personal Style
Reflection
Customer Service Training Course - Lesson 5
Navigating the Negatives
Learning from Worst-Case Scenarios
The Steps of Acknowledgement
Handling Tough Situations
Reflection
Customer Service Training Course - Lesson 6
Creating a Service Culture
Management Focus
What Can You Do?
Living the Culture
Reflection
Customer Service Training Course - Lesson 7
Reflections
Create an Action Plan
Accountability Equals Action