Customer Service Training

This training is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer service. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

Course objectives

By the end of this one-day customer service course, the participants will have:

• Adopted a consistent, professional communication style when speaking with customers
• Developed skills in engaging with customers and handling their enquiries effectively
• Listened effectively, asked questions and summarised to respond fully to a customer request
• Identified ways they can add value to customer relationships and exceed expectations
• Practised how to turn customer service disappointment into a positive experience

See course overview

Defining customer service excellence

• What does great service look like and feel like?
• Sharing our own experiences of good and bad service
• Responsibility for customer service
• Stepping into your customers’ shoes
• Individual and group exercises, facilitated group discussion

Handling customer enquiries

• Customer contact model and service standards
• Creating lasting first impressions
• Building and maintaining rapport
• Using positive language and tone of voice
• Demonstration, facilitated group review, pairs exercise with group review

Establishing customer needs and responding to requests

• Effective customer communication:
• Questioning
• Active listening – including taking notes
• Summarising
• Practical exercises in pairs and trios with group discussion

Handling work based customer requests

• Identifying challenging customer requests
• Responding to challenging customer requests assertively
• Group discussion, short practice sessions in pairs with feedback

Service recovery

• Turning disappointment into delight; improving customer relations
• Identifying the nature of customer complaints
• Responding to customer complaints
• Introducing colleagues to resolve customer service issue
• Group discussion, presentation, exercise with group review

Complaint handling practice

• Practise brief
• Practise sessions
• Complaint handling practice sessions with feedback, group review

Building customer relationships

• Relationship triangle – trust and loyalty
• What differentiates us from our competitors?
• Identifying ways to add value and exceed customer expectations
• Following up
• Presentation, revolving flipchart exercise in small groups, group review

Applying the learning and next steps

• Review of learning and action planning
• Course feedback

The training will be supported with:

• An optional participant pre-course questionnaire and/or pre-course reading covering customer care
• A colour printed workbook with customer service tips, techniques and space for personal notes

Check pricing

• Basic Sales Skills
• Communication Skills
• Complaint Handling
• Dealing with Difficult People
• Telephone Skills

Related Articles

• How to Improve Customer Service
• Customer Service Training Ideas
• Dealing with Difficult Behaviour
• Developing a Customer Service Training Program
• Handling Customer Complaints

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