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	Benefits of providing a quality service for the customer, organisation and participant Understanding customer expectations
“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.

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

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.

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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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Customer Service Training Course