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!

Click Here to See What a Customised Customer Service Training Program Looks Like.

The PD Training Customer Service course is fun and effective and will improve the way you approach delivering exceptional service to your clients. This course is available now throughout New Zealand, including Auckland, Wellington or Christchurch.

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 repeat 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

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