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PDCST: Customer Service Training

Guaranteed to Run Scheduled Fully Booked
Location
Wellington
Auckland
Christchurch
Aug 2019
23
Sep 2019
9
9
Oct 2019
17
Nov 2019
21
Dec 2019
9
Feb 2020
7
Mar 2020
26
18
May 2020
20
Jun 2020
4
Jul 2020
24
Sep 2020
18
Nov 2020
25
Code: PDCST
Length: 1 Day
Overview

In order to create higher levels of customer satisfaction, you need to go beyond delivering a "good" customer service and exceed your customers’ expectations with "exceptional" service.

Delivery format(s)
On-Site
On-Site
Classroom
Classroom
OBJECTIVES
Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans?

You must go beyond simply delivering your product 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, apply techniques to generate repeat business, develop top-level phone skills and learn how to deal with difficult customers.

This course is delivered in partnership with PD Training.

PREREQUISITES

None.

WHAT YOU’LL LEARN

After completing this course participants will be able to:

  • 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

In order to create higher levels of customer satisfaction, you need to go beyond delivering a "good" customer service and exceed your customers’ expectations with "exceptional" service.

In order to achieve this it is important to ask yourself some questions:

  • Do you or your staff have the right skill sets to deliver exceptional customer service?
  • Currently how do you improve your Customer Service Skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you listen to your customers and their needs?
  • Do you currently listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritised? 

This Customer Service Training course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

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

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