A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
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 in-house customer service training sessions 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 your team understand how customers form expectations and how to exceed them Then they can deliver a consistent, high-quality customer experience.
“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
Customer Service Skills will provide participants with valuable tools to:
It is critically important to deliver exceptional customer service consistently. 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 loyalty levels
Common queries we hear:
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?
| Module | Topics | Key Learning Outcomes |
|---|---|---|
| Module 1: Learning Outcomes | Introduction to Customer Service |
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| “Moments of Truth” |
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| Improve Current Levels of Customer Service |
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| Module 2: Customer Loyalty and Satisfaction | Customer Loyalty Drivers |
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| Why Customers Become Dissatisfied? |
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| Module 3: Communication Skills for Customer Service | Active Listening Skills |
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| Questioning Skills |
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| Module 4: Handling Difficult Customer Interactions | Handling Customer Complaints |
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| Dealing with Difficult Customers |
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| Committing to Behaviour Change |
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This program can be facilitated in-house or virtually.
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.
