Customer Service Training Course


Customer Service Training Course

Looking for quality customer service training for yourself or your employees? The highly experienced team of Preferred Training Networks is here to provide you with – comprehensive customer service management training.

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    • A program outline
    • A bio of a proposed facilitator
    • Program cost
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    Key learning outcomes

    Customer Service Skills will provide participants with valuable tools to:

    • Understand the benefits of implementing a quality service approach
    • Identify customer needs and provide the best available service
    • Provide a fit to meet customer needs
    • Implement appropriate strategies for meeting changing customer needs
    • Handle requests that cannot be met, or outside the scope of their responsibility
    • Turn difficult customers/situations into opportunities for the organisation
    • Professionally communicating with difficult customers
    • Identify the hot spots that cause customer frustration

    Course Description

    It is critically important to deliver a top level professional service to customers. Even when a customer’s needs cannot be met, it is crucial that their expectations be managed. Participants will also learn how to set positive experiences for customers which are proven to increase customer retention and boost lifetime spend.

    Here are some questions you might be asking yourself

    How do I improve customer service? How can I make our customers more loyal? How do I deliver exceptional service to the customer? How do I stop customers from being so price sensitive?

    PROGRAM OUTLINE: Training Areas

    Module 1: Learning outcomes
    Introduction to customer service
    “Moments of Truth”
    • Identifying the different points of contact with customers and the importance of service provided at every contact
    • Scandinavian Airlines Case Study
    • Handling enquiries, problems and complaints using different communication mediums
    • Identifying internal and external customers
    Current levels of service
    • Four levels of customer service
    • Identifying current service levels within the organisation
    • Solutions to providing exceptional levels of service at all times
    • Aligning customer service to service delivery
    Module 2 : Learning outcomes
    Customer loyalty drivers
    • What excellent service means and the key factors for customer satisfaction
    • Maintaining focus on every detail during interaction with a customer
    • Benchmarking your service
    • Loyalty and repurchase intentions – under the microscope
    Why customers become dissatisfied
    • Identifying hot spots that cause customer frustration
    • Key points that lead to customer dissatisfaction
    • Practical strategies to boost individual attitude towards serving the customers
    • Navigating systems and processes
    Module 3 : Learning outcomes
    Active listening skills
    • How words used and heard can cause positive/negative reactions
    • How to listen actively
    • Terminology that should be avoided in customer interaction
    • Improving phone skills
    Questioning skills
    • Types of questions which can be used to clarify the information, concern or problem
    • Direct the conversation by using open and closed-ended questions
    • Questions to be asked in different situations.
    Module 4 : Learning outcomes
    Handling customer complaints
    • Doing things right when a customer complains
    • Being proactive while dealing with customers’ concerns
    • Using customer complaints to improve service and understanding the importance of customer feedback
    Dealing with difficult customers
    • Understanding the customer’s behavioural style and ways of appropriately communicating with them
    • Using calm and controlled responses to generate a win-win outcome
    • Focusing on the issue/problem and not on the individual customer
    Committing to a behaviour change
    • What will the group do differently?
    • Signs of success
    • Disney Case Study
    • Continuous improvements
    • Action Planning

    This program can be facilitated at your office.


    • Group Size: An ideal group size is 6 – 10 participants.
    • Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a venue at a small additional cost.
    • Duration: This course can be tailored to meet your timeframes
    • Cost: Upon request.
    • Target Audience: All Managers and Staff who communicate with customers

    At Preferred Training Networks, we have more comprehensive courses like: workplace resilience, strategic planning courses, and business report writing. If you have any queries pertaining to any of these courses, feel free to contact our team today.

    Customer Service Skills Course4.3 out of 5 based on 98 user ratings.
    cta course

    Our Courses Are Available Australia Wide

    We offer in-person Customer Service Training Course, programs and workshops run by expert trainers to organisations across Australia. Our programs are available in Melbourne, Sydney, Canberra, Adelaide, Brisbane, Perth and other areas of Australia. If you’re looking for Customer Service Training Course “near me”, save yourself some time and contact us today. Wherever you are in Australia, we can come to your organisation or organise a venue for in-person training, workshops and skills programs. Find out what Preferred Training Networks can do for your organisation. Get a free online quote now or give us a call today on 1300 323 752 to discuss your requirements or explore our full range of courses.

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