Details
Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?
You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.
In this fun and exciting customer service training course you will learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.
You will learn about your own personality type as well, as other personality types, and how to engage others in an entirely new way that provides a path to better communication and delivering an improved customer service experience.
PD Training can provide a complete professional development program for your organisation which includes personality profiling and automated training needs analysis, so contact us today to learn more!
Learning Outcomes
- Understand the significance of customer touchpoints
- Understand customer diversity
- Explore the principles of great service
- Apply critical communication skills
- Learn lessons from your most difficult customers
- Know how to defuse situations with customers and to handle tough scenarios
- Know how to contribute to and create a customer service culture
Outline
Customer Service Training Course - Lesson 1
Brand Ambassador or Brand Assassin?
- What is Customer Service?
- Customer Behaviour
- Why Customers Leave
- The Benefits of Brilliant Customer Service
- Reflection
Customer Service Training Course - Lesson 2
Customer Diversity
- Cultural Diversity and the Global Customer
- Generational Differences
- Reflection
Customer Service Training Course - Lesson 3
We Choose to Serve
- Customer Empathy
- Principles of Great Service
- Reflection
Customer Service Training Course - Lesson 4
Communication – the Key to Great Service
- Listening
- Writing
- Personal Style
- Reflection
Customer Service Training Course - Lesson 5
Navigating the Negatives
- Learning from Worst-Case Scenarios
- The Steps of Acknowledgement
- Handling Tough Situations
- Reflection
Customer Service Training Course - Lesson 6
Creating a Service Culture
- Management Focus
- What Can You Do?
- Living the Culture
- Reflection
Customer Service Training Course - Lesson 7
Reflections
- Create an Action Plan
- Accountability Equals Action
Schedules
09:00 AM — 04:30 PM |
No. of Days: | 1 |
Total Hours: | 8 |
Welcome to pd training, we are an Australian-owned international training and professional services organisation. We have around 400 specialist trainers across Australia delivering thousands of courses each year in our 16 areas of specialty.
We provide industry-leading post course reinforcement, a training management system, world-class Personality Profiling, and support custom training roll outs across Australia and the world.
Professional Development Training provides Australia's leading and most comprehensive training solution. Learners receive our exclusive industry-leading post course reinforcement framework to help them beat the forgetting curve, and make the most of the training.
Management receive a range of benefits including a training management system that makes quoting, booking and reporting on training easier and faster than ever before.