Customer Service Skills Training Course

Looking for quality customer service training for your employees? Expect a little push back as many people have attended a customer service skills workshop that was bland. Fear not, we deliver tailored customer service training workshops so the content is very relevant.

Tailored in-house customer service training sessions give your people the opportunity to figure out the best and worst parts of your customer service. We can help build (or remodel) a customer service charter within the workshop. Sometimes people delivering customer service can unintentionally make a customer unhappy. Maybe its a lack of empathy, or poor body language, or talking over the customer.

Organisations are reporting higher levels of customer abuse, particularly by phone. This course helps your team understand how customers form expectations and how to exceed them Then they can deliver a consistent, high-quality customer experience.

Quick Course Testimonial

“The Customer Service training delivered by Preferred Training Networks produced outstanding results. The quality of our service was raised a notch and there was a noticeable improvement in respect for each other and customers alike. It helped bring the team together and I strongly recommend any organisation partake in this training.” -M Baldrey, Customer Service Manager, NEC

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Key Learning Outcomes

Customer Service Skills will provide participants with valuable tools to:

Understand the benefits of implementing a quality service approach
Identify customer needs and provide the best available service
Provide a fit to meet customer needs
Implement appropriate strategies for meeting changing customer needs
Handle requests that cannot be met, or outside the scope of their responsibility
Turn difficult customers/situations into opportunities for the organisation
Professionally communicating with difficult customers
Identify the hot spots that cause customer frustration

Course Description

It is critically important to deliver exceptional customer service consistently. Even when a customer’s needs cannot be met, it is crucial that their expectations be managed. Participants will also learn how to set positive experiences for customers which are proven to increase customer retention and boost loyalty levels

Common queries we hear:

How do I improve customer service? How can I make our customers more loyal? How do I deliver exceptional service to the customer? How do I stop customers from being so price sensitive?

Customer Service Skills Program Outline

Module	Topics	Key Learning Outcomes
Module 1: Learning Outcomes	Introduction to Customer Service	Understand the benefits of providing quality service for the customer, organisation, and individual. Recognise customer expectations.
	“Moments of Truth”	Identify key points of customer contact and their impact. Learn from the Scandinavian Airlines case study. Handle enquiries, problems, and complaints across different communication mediums. Differentiate between internal and external customers.
	Improve Current Levels of Customer Service	Understand the four levels of customer service. Identify current service levels within the organisation. Develop strategies to provide exceptional service. Align customer service with service delivery.
Module 2: Customer Loyalty and Satisfaction	Customer Loyalty Drivers	Define excellent service and key satisfaction factors. Maintain focus on every detail during customer interactions. Benchmark service quality. Examine customer loyalty.
	Why Customers Become Dissatisfied?	Identify common customer frustration points. Recognise key drivers of customer dissatisfaction. Implement strategies to improve attitudes towards customer service. Navigate systems and processes effectively.
Module 3: Communication Skills for Customer Service	Active Listening Skills	Understand how words impact customer reactions. Learn active listening techniques. Identify terminology to avoid in customer interactions. Improve telephone communication skills.
	Questioning Skills	Use different question types to clarify concerns and problems. Guide conversations with open and closed-ended questions. Apply effective questioning techniques in various customer service scenarios.
Module 4: Handling Difficult Customer Interactions	Handling Customer Complaints	Manage customer complaints effectively. Take a proactive approach to customer concerns. Utilise complaints to enhance service and feedback mechanisms.
	Dealing with Difficult Customers	Recognise different customer behavioural styles and adapt communication. Use calm and controlled responses to create win-win outcomes. Focus on resolving issues rather than personal conflicts.
	Committing to Behaviour Change	Identify specific actions to improve service. Recognise signs of success. Learn from the Disney case study. Implement continuous improvement strategies. Develop an action plan for sustained service excellence.

This program can be facilitated in-house or virtually.

‘Customer Service Skills’ Workshop Guidelines

Group Size: An ideal group size is 6 – 10 participants.
Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a venue at a small additional cost.
Duration: This course can be tailored to meet your timeframes
Cost: Upon request.
Target Audience: Customer-facing staff, support teams, receptionists, and team leaders

At Preferred Training Networks, we have more comprehensive courses like: workplace resilience, strategic planning courses, and business report writing. If you have any queries pertaining to any of these courses, feel free to contact our team today.

Customer Service Skills Course4.3 out of 5 based on 98 user ratings. Download your course guide today and start building your team’s confidence in customer interactions.

What you receive within 24 hours at no cost:

A program outline
A bio of a proposed facilitator
Program cost
Possible dates (if requested)