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 professional development course you'll 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.
The PD Training Customer Service course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.
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 return 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 1Brand 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 2Customer Diversity

Cultural diversity and the global customer
Generational differences
Reflection




Customer Service Training Course - Lesson 3We choose to serve

Customer Empathy
Principles of great service
Reflection


Customer Service Training Course - Lesson 4Communication – the key to great service

Listening
Writing
Personal Style
Reflection




Customer Service Training Course - Lesson 5Navigating the Negatives

Learning from worst-case scenarios
The Steps of Acknowledgement
Handling Tough Situations
Reflection


Customer Service Training Course - Lesson 6Creating a Service Culture

Management Focus
What can you do?
Living the Culture
Reflection




Customer Service Training Course - Lesson 7Reflections

Create an Action Plan
Accountability equals Action

Related

---