09. September 2019 - 9:00 till 16:30
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Customer Service Training Course | Adelaide | Monday, 09. September 2019

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 professional development course you'll 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.
The PD Training Customer Service course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.
 
Learning Outcomes

Explain what customer service means in relation to internal & external customers
Recognise how one's attitude affects service standards
Master ways to develop & maintain a positive, customer-focused, attitude
Develop needs analysis techniques to better address customer needs
Apply outstanding customer service techniques to generate return business
Practice techniques for developing good will through in-person customer service
Formulate techniques for service excellence over the phone
Gain insight to connecting with customers online
Master techniques for dealing with difficult customers
Acquire tools for recovering difficult customers
Understand when to escalate an issue

Course Outline



Customer Service Training Course - Lesson 1 Good Customer Service Explained 

Internal vs External customers 
Customer Service Defined
Customer Service Delivery


Customer Service Training Course - Lesson 2 Using the Telephone Effectively 

The Pros and Cons
Phone Protocol
Suggestions for Best Practice




Customer Service Training Course - Lesson 3 Attitude is Everything 

First Impressions Count
Smiling for Success
Being Upbeat Open to Close
Produce Positive Outcomes


Customer Service Training Course - Lesson 4 Using Email and/or Chat 

The Pros and Cons
Email/Chat Protocols
Suggestions for Best Practice
Examples: chat and e-mail




Customer Service Training Course - Lesson 5 Conducting Customer Needs Analysis 

Determine the Primary Issue
Avoid the Assumption Mistake
Delivering Basic Services
Delivering Above Average Services


Customer Service Training Course - Lesson 6 Working with Challenging Clients 

Removing Client Emotions
Create Mutual Understanding
Set Your Boundaries
Removing Your Emotions




Customer Service Training Course - Lesson 7 Creating Repeat Clients 

Do What You Say You'll Do
Dealing with Dissatisfaction
Making the Most of Problem Clients


Customer Service Training Course - Lesson 8 Escalation Techniques 

Client Profanity Plan
Dealing with Verbal Abuse
Managing Personal or Company-Related Threats




Customer Service Training Course - Lesson 9 **** to **** Customer Service 

Dealing with ****-to-**** Enquiries
The Pros and Cons of ****-to-**** Communication
Understanding Effects of Body Language


Customer Service Training Course - Lesson 10 Ten Things You can Do to WOW Every Time! 

You'll Get our 10 Top Tips!