Customer Service Training (Maxi)

Customer Service Training (Maxi)

Course Overview:

There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate customers.

This training program is for professionals who want to make a significant contribution to their company's image or bottom line and make their own lives easier.

Course Outline:

SECTION 1: The Importance of Customer Service

  • 20 Principles of Customer Service
  • The Financial Aspect
  • Repeat Business
  • Job Satisfaction
  • Purpose
  • Vision and Mission

SECTION 2: Customer Service is an Attitude not a Department

  • Internal and External Customers
  • Internal Service is just as Important as External Service
  • Passionate about Customers

SECTION 3 Customer Expectations

  • Focusing and Prioritising the Top Expectations of Customers
  • Meeting and Exceeding Customer Needs
  • Creating a Service Mission Statement to stay Focused
  • Building Lasting Relationships

SECTION 4: Having Influence in the Organisation

  • Understanding the Two Levels of Customer Service
  • Documenting Customer Concerns

SECTION 5: Personality Styles

  • Understanding Styles
  • Typing Ourselves and Others
  • Applying to Customer Relations and Team Building

SECTION 6: Being Customer focused (on the telephone and face-to-face)

  • What does it mean to be customer focused?
  • Clear your mind
  • Offer prompt service
  • Be present with your customer
  • Prepare your professional voice
  • Offer your standard greeting
  • Be prepared before you respond
  • Creating the best first impression

SECTION 7: Body Language

  • What do our bodies say?
  • Emotions

SECTION 8: Communication & Communication Barriers

  • What is a Skilled Communicator?
  • Asking Questions
  • Probing
  • Listening Skills
  • Barriers to Listening and Communication
  • Active Listening Skills

SECTION 9: Communication: Interpersonal Skills

  • Patience and Understanding
  • Logical and Creative Thinking
  • Initiative and innovation
  • Conflict Resolution
  • Stress Management
  • Empathy with Focus
  • Professionalism

SECTION 10: Vocabulary

  • Keeping Customers Calm with Words
  • Persuasive Language Patterns to Gain Cooperation

SECTION 11: The Phonetic Alphabet

SECTION 12: Elements of Customer Service

  • Quiz Time
  • Pebble Demonstration

SECTION 13: Identifying Customers and Competitors

  • Identifying Internal Customers
  • Identifying External Customers
  • Identifying Competitors
  • The Competitive Edge

SECTION 14: Identifying & Meeting Customer Needs

  • Understanding Needs and Expectations
  • Benefits of Meeting Customer Needs

SECTION 15: Attitude

    • Attitude is a Choice that is Controllable
    • A Formula for Success
      • Optimistic
      • Objective
      • Deliberate
      • Determined

SECTION 16: Forbidden Phrases & Soft Language Skills

      • Overcoming the Forbidden Phrases
      • Converting Hard Language into Soft Language Skills

SECTION 17: Dealing With Challenges

      • Daily Challenges
      • Solutions

SECTION 18: Dealing With Problem Customers

    • 5-Steps from Angry to Repeat Customer
    • 3-Steps for Maintaining Our Composure
    • LEAP Principle

Course reference: CUS117

Duration: Two Days (2 Days)

Time: 09h00 - 15h30

Type: Onsite at your work premises, Open (Public) Course, E-learning (Online) course, Online via Google Meet

Fact: 7 out of 10 customers who switch to a competitor do so because of poor service.

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Training Methods: This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, role plays, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.

Target Audience: This workshop is designed for everyone who deals with customers either on the telephone or face-to-face – Sales Staff, Call Centre Agents, Professionals who work as Technical Support, Hot Line, or Help Desk, Customer Service Representatives, Operators, Receptionists, Administrative or Sales Assistants and everyone in a Customer Focused Organisation.

  • I have certainly learnt a lot that will definitely be taken back to my workplace.

    Samantha: Customer Service Training

Our mission

'Empowering others to help themselves through training, education & motivation.'