Customer Service Training

Customer Service Excellence

(face to face, telephone or written communication)

 

Overview

Many service environments are also hectic environments. As service providers we often get so caught up in getting the job done that we forget to provide the service. As a result we may believe that we’ve provided great customer service; however getting the job done is not a mark of great service. 

This workshop is designed to explore key ideas regarding what customer service really means for you in your organisation.    

  

Content

Welcome and introduction

  • Setting the context
  • Learning outcomes
  • Personal Objectives

 

Customer Service Refresh

  • What is customer service excellence?
  • Consequences of poor customer service
  • Customer diversity - internal and external customers

   
CARING for your customer

  • Build confidence, competence and capacity in;
    • Communication
    • Attitude
    • Respect
    • Information
    • Needs (identifying and meeting)
    • Going the extra mile

Service Standards and Communication Techniques

  • Expectations
  • Positive language vs blame language; what does neuroscience say?
  • Written communication
  • Telephone communication
  • Face to face communication

  
Difficult Customers

  • What makes customers difficult
  • Turning customer negativity into positivity - what to do, what to say
  • Identify your stress signs and manage your emotions
  • Customer feedback and complaints

  
Putting it all together

  • Application of learning back at work

Learning outcomes

  • Understand why customer service is important
  • Identify internal and external customers
  • List the impact of customer service
  • Create a great first impression
  • Develop rapport – create warmth and openness
  • Ask effective questions – address client needs
  • Employ active listening techniques
  • Turn customer negativity into a positive customer experience

  

Prerequisite

This course requires no previous training or experience.

  

Course Duration

1 day

 

Investment

$550+GST per person

Includes:

  • Experienced facilitator
  • Interactive, practical and hands on learning
  • Small groups for maximum impact
  • Take home resource workbook
  • Post course Coach Line
  • Post course follow up
  • Certificate of Attendance for participants
  • Morning & afternoon refreshments
  • Delicious cafe lunch

 

Enjoy Real People, Real Conversations, Real Results 

 

Further development

Sales Essentials

Growing Sales and Client Relationships

Develop Your Emotional Intelligence
 

 

 

When

24 January 2019 (One day)
13 February 2019 (One day)
11 March 2019 (One day)
16 April 2019 (One day)
17 May 2019 (One day)
10 June 2019 (One day)
16 July 2019 (One day)
15 August 2019 (One day)
17 September 2019 (One day)
14 October 2019 (One day)
13 November 2019 (One day)
17 December 2019 (One day)