On behalf of the management of WesTrac, I would like to thank you and your team for the valuable assistance given to us in determining the content and facilitating the cultural integration sessions that took place as a result of a new business acquisition. We have had a lot of positive feedback from both the management of WesTrac and the newly acquired employees
Customer Service Skills Training Course
Looking for quality customer service training for your employees? Expect a little push back as many people have attended a customer service skills workshop that was bland. Fear not, we deliver tailored customer service training workshops so the content is very relevant.
Tailored inhouse customer services give your people the opportunity to figure out the best and worst parts of your customer service. We can help build (or remodel) a customer service charter within the workshop. Sometimes people delivering customer service can unintentionally make a customer unhappy. Maybe its a lack of empathy, or poor body language, or talking over the customer.
Organisations are reporting higher levels of customer abuse particularly by phone. This course helps the group understand how customers form expectations, and then when possible, your people can deliver a very high level of professional customer service.
Quick Course Testimonial
“The Customer Service training delivered by Preferred Training Networks produced outstanding results. The quality of our service was raised a notch and there was a noticeable improvement in respect for each other and customers alike. It helped bring the team together and I strongly recommend any organisation partake in this training.” -M Baldrey, Customer Service Manager, NEC
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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 yourselfHow 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?
This program can be facilitated in-house or virtually.
'Customer Service Skills' Program Outline
Module | Topics | Key Learning Outcomes |
---|---|---|
Module 1: Learning Outcomes | Introduction to Customer Service |
|
"Moments of Truth" |
| |
Current Levels of Service |
| |
Module 2: Customer Loyalty and Satisfaction | Customer Loyalty Drivers |
|
Why Customers Become Dissatisfied |
| |
Module 3: Communication Skills for Customer Service | Active Listening Skills |
|
Questioning Skills |
| |
Module 4: Handling Difficult Customer Interactions | Handling Customer Complaints |
|
Dealing with Difficult Customers |
| |
Committing to Behaviour Change |
|
'Customer Service Skills' Workshop Guidelines
- 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
Customer Service Skills Course4.3 out of 5 based on 98 user ratings.

Australia-wide training courses and workshops
At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Customer Service Skills Training Course is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.
With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Customer Service Skills Training Course and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.
Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.