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Customer Service Training Course

PD Training

Wednesday, 18 March 2020 from 9:00 am to 4:30 pm (NZDT)

Customer Service Training Course

Ticket Information

Ticket Type Sales End Price Fee Quantity
Course 4/03/2020 $799.25 $33.06

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Event Details

Do you impress your customers in New Zealand every time you interact with them?  Does your organisation thrive on creating raving fans?

You must go beyond simply delivering your product or service 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 course, you'll learn to recognise how your attitude impacts on your interactions, how to apply techniques to generate repeat business, how to develop top-level phone skills and learn how to deal with difficult customers.

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
  • Module 1: Reflection
Customer Service Training Course - Lesson 2
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Module 2: Reflection
Customer Service Training Course - Lesson 3
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Module 3: Reflection
Customer Service Training Course - Lesson 4
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Module 4: Reflection
Customer Service Training Course - Lesson 5
Navigating the Negatives
  • Learning from worst-case scenarios
  • The Steps of Acknowledgement
  • Handling Tough Situations
  • Module 5: Reflection
Customer Service Training Course - Lesson 6
Creating a Service Culture
  • Management Focus
  • What can you do?
  • Living the Culture
  • Module 6: Reflection
Customer Service Training Course - Lesson 7
Reflections
  • Create an Action Plan
  • Accountability equals Action

 

 

Have questions about Customer Service Training Course? Contact PD Training

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When & Where


PD Training
338 Ponsonby Road
Ponsonby
Auckland, NZ 1011
New Zealand

Wednesday, 18 March 2020 from 9:00 am to 4:30 pm (NZDT)


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Organiser

PD Training

PD Training specialises in ‘Learning that People Remember’

Welcome to PD Training!  We train adults using an approach that is fun and full of practical activities which can be used on the job the very next day. Our unique reinforcement and support system keeps the learning top of mind and is instantly accessible anywhere, anytime, at home or on-the-job.

PD Training is an international training and professional development and services organisation, with approximately 100 specialist trainers across New Zealand, delivering thousands of courses each year in our 16 areas of specialty. 

We look forward to helping you achieve your goals!

Telephone 09 884 0762

Website https://pdtraining.co.nz

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