Training

Excellence In Customer Service Training

Who is this Customer Service Training for?
This Excellence in Customer Service Training is designed to help participants understand how to deliver a top performing service to clients/customers. The content can be adapted to suit any team or environment. We discuss your business requirements and provide advice and solutions that are applicable to your business on how to offer a WOW factor to your customers. Your team will perform at a higher level in customer service after this session due to the amount of skills provided throughout.

Objectives for the Excellence in Customer Service Training

This session will help you teach employees:

How to use questions effectively to draw information and convey ideas

Questions can be an effective communication tool. We demonstrate in this part of the session how to be more specific with questions and how to use them for motivating customers to act.

Customer Service Quick Techniques to improve anyone on the spot

You may have met someone who has provided you great customer service, and the simplicity to their methods demonstrated that it wasn’t that hard. In this next part of the training we provide information on simple steps and skills that will make your customers say “wow”

Educating your customers on expectations

How do you uncover expectations? How to you create expectations? We provide training here on how to implant correct expectations and to create new ones.

Resetting unrealistic expectations professionally

Unrealistic expectations can never be met. Some people may expect too much, or not be fully educated on your business system or policy. We can help with a quick technique to help clients realise their expectation may be too high or unrealistic.

How to build rapport by mirroring

We provide Psychological information on how people mirror naturally. We then discuss how we can use the mirroring technique to become more connected with the customer/client.

Body Language signals: How to read your customer more effectively

As we develop the above point in the session, we also then move onto body language and how to utilise more effectively within communication.

The WOW effect (How to wow your customers every time)

A quick checklist and tip list for providing a super friendly customer service every time.

Closing techniques to help with the client ending process

End your meeting, customer interaction or call effectively with closing techniques the professional use.

Customer Service Requirements that your organisation requires of your team

We go through any requirements you may have for your team if this is conducted a as a team session. If this is a workshop session we discuss the requirements of most organisations.

Customer Service Excellence Skills to help excel above others in your industry

We provide skills in this session the the professionals use. Become the best in your industry.

Communication Skills for easy information conversation and assistance

Creating conversation and bridging the gap between you and the customer at times may be difficult. We provide some great tools to be able to effectively communicate with your customers.

Presentation Skills (Both personal and professional presentation delivery)

Presentation skills are an asset to any customer service professional. We show participants how to present in a professional manner and highlight any aspect of their call or service to the customer.

Plus more modified to suit your customer service needs

Confidently cope with unhappy clients and create a solution-centric approach to complaints.
Get serious about delivering excellent customer support.
Develop needs analysis methods to better address customer needs
Diffuse furious callers
To take negative comments
Breaking news: What today’s customers really expect–and the best way to deliver it
Master techniques for coping with difficult customers
How to build good will
Employ techniques to handle challenging customers
Extreme motivation: Strong methods to keep CSRs productive and pumped
Down with anxiety! Look and sound terrific–even on the worst days
Using exceptional customer service can generate return business
Invent techniques for service excellence over the phone
The best way to instruct workers to give 110%–and then some
Transfer/take accurate messages
Apply outstanding customer support techniques to generate return business
Demonstrate a customer care strategy
Stress reduction techniques
Deflecting the sting of put downs, criticism and attacks+
Recognize the approach of one changes service standards
Master approaches to develop & maintain a positive, customer-centered, approach
Screen and management calls efficiently.
For phone and face to face interactions
How customers affects
Understand when to scale an issue
Keep composure and remain positive
What customer service is
Make a choice to supply customer service
The best way to recognize and address the needs of your customers
Help! I need an emergency attitude makeover!
How to provide customer service over the phone
Understand how the behavior of others affects
Communicate effectively with your customers via e-mail, telephone, and in person.
Acquire tools for regaining customers that are challenging
Practice techniques for developing good will through in person customer service
Define what amazing customer service is for others as well as yourself.
Demonstrate skill and trust as a problem solver
Place on/take off hold
Describe what customer service means in relation to external customers & amp; internal
Managing overbearing difficult and obnoxious customers
When the answer must be “no”–how you say it’s 99% of your success
Deliver bad news to customers in a favorable manner.
Project a professional image of your organization
Confidently and interrupt the caller that is indecisive
Reply incoming calls
For dealing with external and internal customers
Negotiate assertively
Empower customers to take responsibility for their decisions
The best way to build connection–and acquire admiration
Understand the method by which the service-profit chain impacts your organisation.
Gain insight in connecting with customers online
Identify methods that meet your customers’ needs.

We can customize and create any module required for your next training session. Learn more about a custom training session for your team.

Excellence in Customer Service Training Summary

This session will help provide a top level service with tips and techniques to building strong teams and strong customer relationships.  If you are looking at improving your Customer service and would like a custom training session to suit your needs, our team can help. Our training library includes modules from hundreds of training sessions including telephone, complaint handling and call quality.

Offering training in Parramatta, Perth, Melbourne, Canberra, Darwin, Sydney, Brisbane, Adelaide, Gold Coast

Customer Service can come in many shapes and forms, we do have other training sessions that maybe suitable, or have something designed just for you.  For more information on this training session and a free custom outline please call 1300 810 725 or contact us here.