Who should attend
Customer Service staff who deal with internal or external customers, both face to face or by phone. Customer Service team managers and leaders.
A highly interactive 2 or 3 day workshop
Customised options for in house training available
- A Comprehensive Learning Guide
- Resource Manual
- Comprehensive Skills Reporting
Increase customer satisfaction to create long-term fans and advocates through first class Customer Service
The Customer Service Breakthroughs program will give you the ability to deliver an experience your customers will enthusiastically respond to. You will learn how to maximize every “moment of truth” opportunity, and deliver on service promises to exceed their expectations. Enhancing your Customer Service Skills is an integral part of the program.
Learn how to effectively meet customer service objectives, exceed customer expectations, and achieve high levels of customer satisfaction. Since each and every contact with a customer is a “moment of truth” for your company, understand your pivotal role in achieving your organisation’s financial and marketing objectives through improved customer service skills.
Master the customer service skills to treat customers on the basis of their “lifetime value”, strengthening relationships and meeting and exceeding standards and expectations. Enable two-way communication to avoid misunderstandings, minimize problems, and collaboratively work out mutually-beneficial solutions for improved customer service.
You will learn many aspects of customer service: face to face and telephone communication; managing service quality and standards; handling information, requests and complaints.
This course will help you:
- Identify priority improvement areas
- Understand your role and importance as a customer service provider
- Learn how to provide quality customer service to create “fans” and “advocates”.
- Manage attitudes and emotions to ensure consistent, positive and excellent customer service.
- Enhance your communication skills
- Master effective telephone technique
- Positively deal with complaints and conflict situations.
Talk to a local training expert near you to review your specific requirements.
Unit 1 The Value of Customers
Unit 2 Quality Service
Unit 3 Communications
Whenever we communicate with our customers – face to face, on the telephone, or in writing, we are exchanging information, ideas and feelings. Whatever the medium, we need to do it exceptionally well! You will learn and practice the Customer Service Skills of questioning, listening, getting feedback, verbal behaviors (the words we use and how we say them), and non-verbal behaviors (the way we come across, our body language).
You will understand why first impressions are very important, and how you can continually build rapport with your customers. We also spend some time on telephone etiquette and techniques – how we ‘behave’ on the phone, and how we apply our skills and knowledge. For those of you who use email as your main communication, there are some useful tips on giving Customer Service by email.