Training

Customer Service Basics

If you do not have the basic skills to satisfy clients or customers that support your business, it would be difficult for your business to grow and to add potential customers. There are teams who join workplaces without the customer service skills. Paramount Training and Development’s Customer Service Basics Training session is a great starting point to teach your team about the excellent customer service. This training session will highlight topics such as body language, rapport building, creating positive clients, leadership for providing solutions and more. If you are looking for a Customer Service Training session that is perfect for your team, this one is designed just for you! We also have different materials that will suit any level of staff, and we can also add advanced skills within this training session to help those participants who have the foundation level of Customer Service.

Objectives for the Customer Service Basics Training

This training option will help teach participants how to:

Telephone techniques to stand out

There are people who sound friendly in person but different over the phone. This section will discuss the telephone techniques to help your employees sound confident, approachable and friendly on the phone. Trainers will also highlight tone, questioning techniques, giving professional greetings, and many more.

Communication with verbal, vocal and visual

We will also help participants to know the basic forms of communication. We will cover a few interesting and effective tips to increase the participants’ communication skills. “People only hear what they want to hear” will also be discussed, and we will demonstrate how we can influence our speech.

The customer service life cycle

One must know the cycle of a customer in order for an employee to be able to know which stage the customer is in. Participants must be aware of the process of the customer service cycle so they can provide an effective solution for the customer’s needs.

How to WOW your customers

Would you like to be remembered as one that goes the extra mile just to leave the customer impressed? This section will help participants realize that making a customer say “WOW” is an easy thing to do as long as you have the necessary skills that should be practiced.

Body language tips to communicate better

In order to communicate more effectively, one must also use body language. This way, you could be able to convince your clients to buy what your company is selling. This section will help you understand the importance of body language and how to interpret other people’s body language to communicate the signal they are sending to us. This will help your team increase customer service levels.

Complaint handling

We face different challenges in our business every day. Sometimes, we also handle complaints from our customers. We will let participants share some of the complaints they have encountered, and we will share the 5 super complaint handling statements to solve customer complaints with ease.

Disarm angry customers

This section will share to participants the effective ways to deal with angry customers. We will train your team how to verbally disarm angry customers in a professional manner, and manage such situations with ease.

Exceed expectations

Unrealistic or extremely high expectations are not easy to meet. This training session will help you exceed expectations by using the over delivering technique and going the extra mile. This will be an easy method once learned by your employees.

Recognize that service delivery is an individual response value

We are responsible for the interactions we make with our clients. We will help participants recognize their role as professionals in providing excellent customer service that will impact their business in the future.

Understand how an individual’s behaviour impacts the behaviour of others

Behaviour has a great impact to another person. This section will help participants understand that the behaviour they will show to customers will affect their relationship with them.

Develop more confidence and skill as a problem-solver

We will help participants boost their confidence by providing some special tips. This way, your employees will be able to create great results by providing solutions to solve issues within their business or organisation.

Communicate more assertively and effectively

Having a good communication with customer can create good relationships between your business and clients. We will cover what your team needs such as additional skills in control, presentation, influence and negotiation. We will help your team recognize some communication areas then provide solutions for those areas of concern.

Make customer service a team approach

An effective team is a great asset to one’s company. Hence, we will educate participants about the relevant customer service skills they need to acquire in that particular industry that the business is in.

Additional modules available for team training

Answer the Telephone
Make it Simple for Customers to Complain
Identify internal and external customers as well as their different facets of customer expectations.
Utilize the suggested magic words in customer meetings.
Recognize service standards are affected by the outlook of one
Take Purposeful Messages
Develop abilities in engaging with customers and handling their inquiries efficiently
Transfer Calls
Listen efficiently, asked questions and summarized to react completely to a customer request
Use magic words in other difficult situations and managing customer complaints and the recommended guidelines.
Reacting to customer complaints
Explain what customer service means in relation to external customers & internal
Master techniques for coping with tough customers
Dedicate Yourself to Providing Exceptional Customer Service
Identify different types of consumers as well as their characteristics.
Understand the concept of plus one’s and the value of exceeding customer expectations in each customer interaction.
Understand customer expectations and deliver more than you assure
Maintain a positive attitude throughout the day and make every contact appear your most important
Introducing co-workers to resolve customer care issue
Gain insight to connecting with customers online
Identifying the disposition of customer complaints
Demonstrate mental alertness in comprehending and responding to another difficult situations or an upset customer.
When talking with customers, adopt a consistent, professional fashion
Please complainers, still upset customers and goodwill confidence and recover
Establish action plan to use the learning at work.
4 components of customer satisfaction
Find the mind-set, skills and knowledge needed to be a successful customer service representative.
Establish the standards and systems that can make every customer feel special – face-to-face, by email or on the telephone
Utilize a company particular customer interaction model with clear service standards.
Identify with all the growing tendencies of pursuing service excellence in both the public and private sectors.
Deal with complex or multi stage technical problems more effectively
Practice how to turn customer service disappointment into a positive encounter
Employ best practice in following up by email
Create a Positive First Impression
Project a Positive Image
Formulate take techniques for service superiority over the phone away
Create ideas in helping the customer over the counter and other face-to-face situations.
Define the critical components of service excellence in the context of the organization.
Assess Customer Care Approaches to establish targets for advancement
Turning disappointment into joy
Solve the Issue
Understand what true customer loyalty is and the significance of their role to make certain a positive customer experience.
Implement the communicating abilities in managing customer inquiries.
Turn problems into opportunities
Identify means they surpass expectations and can add value to customer relationships
In managing an upset customer and other challenging situations, create ideas.
Use non-verbal cues or body language effectively in communicating.
Identify and Help Meet the Customer’s Needs
Cope with Difficult and Upset Customers
Use conversational language to maintain the low pressure that is interaction
Make use of a range of skills, tools and professional communication techniques
Develop a Positive Last Impression
Describe Stress within Customer Service
Create action plan to implement the learning at work.
Identify what a mystery shopper and best practices of counter service would search for.
Identify the major aspects of effective communication with outside or internal customers.
Make use of the recommended guidelines in keeping top class face-to-face customer encounters.
Master approaches to develop & maintain a positive, customer focused, attitude
Describe Customer Service
Practice methods for developing good will through in person customer service
Realign their thinking about customer complaints and comprehend the opportunities in each customer scenario that is challenging.
Identify the success factors of managing emotions and anxiety of others and self.
Identify Customer Expectations
Understand when to escalate
Use personal skills for to enrich understanding and listening effectively
Develop needs evaluation methods to better address customer needs
Take Preventative Measures
Apply superb customer service methods to generate return business
Identify different customer needs and situations
Clarify the importance of bench-marking service & measuring as well as the value of a lost customer.
Learn tools for regaining customers that are difficult
Employ Attitude Control Principles to handle their dispositions
Feature the Four Drivers of Customer Service to build customer relationships

More information on the course outline

Suspending Frame of Reference

In this session, participants will explore two state-of-the-art communications tools: the frame reference and the Johari window.

Changes in Customer Service

Participants will research in groups how things have changed during recent years and who their customers are. We discuss what they’re looking for now with the availability of online shopping and research. The team then relate their findings and thoughts from their research.

Giving Undivided Focus to Others

This session will address two ways that we can pay better attention to others: attending and monitoring.

Stereotypes

We all categorize and generalize; it helps us understand the universe. This session will help participants identify how stereotypes are created and how this may affect service. We show participants that even though Stereotyping is a part of Psychology, its the bias and the assumptions that creates the typical negative thinking towards others.

Follow the Leader

Players will explore leadership characteristics through a fun, thought provoking activity. This will help them to acquire the abilities and practices which are fundamental elements of a customer service focused person.

Creating Excellence

This session will take a look at Curt Coffman’s and Gabriel Gonzalez-Molina’s twelve conditions for creating superiority.

Creating a Service Management System

We will look at a team method of customer service. Identify ways to establish links between excellence in customer service and business practices and policies.

Communication Skills

This session will help employees to develop their listening and questioning skills – two foundations for great customer service.

Engaging Workers

This session will help staff learn more about the key behaviours of managers. Participants will even identify different kinds of employees to engage. Learn more about what employees are searching for to be truly engaged and learn more about your position.

Leaders

This session will focus on The Situational Leadership Model, developed by Paul Hersey of the California Centre for Excellence. Participants examine their style in detail, and then will take the test, score themselves.

Customer Service Basics Training Summary

Customer Service is the new marketing in today’s industry. A business who has what the customers want and need will not be able to survive long in the industry if they have a bad customer service. Thus, it is essential that one’s business must invest in Paramount Training and Development’s Customer Service Basics Training in order to keep employees aware of the important techniques to consider when it comes to handling different challenges in dealing with customers everyday. The customer is the life blood of one’s business. This training session is designed to satisfy your customers and win them over your competitors to create loyal customers. After this training session, your team will feel empowered, highly motivated, and engaged to take on new and existing customers.

We also customize training in Gold Coast, Sydney, Brisbane, Melbourne, Darwin, Perth, Parramatta, Canberra, Adelaide

Paramount Training and Development also creates training sessions according to your team’s needs. If this training session does not have everything that you need, we can also add or customize one that suits your business. Please do not hesitate to contact us for assistance. We have a wide range of training workbooks, modules, and techniques which can be included in your next training session.

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