Business Skills
Extraordinary Customer Service
Overview
Exceptional customer service is one of the most important things that will differentiate your business from your competition. In order for a business to grow, it is essential to develop a strong customer-focused culture.
Who Should Attend
Service staff, salespeople, or anyone who comes into contact with customers
Prerequisites
There are no specific prerequisites for this course.
Benefits of Completing This Course
● Improved customer satisfaction and loyalty
● Customer referrals and excellent word of mouth advertising
● Increased employee satisfaction
Inclusions
- Training Manual with step-by-step instructions
- Practice files relevant to the training material
- Training Completed files - you are free to take away any completed files for review
- Unlimited online support, as training doesn't stop when you walk out our door
Learning Outcomes
● Confidently work with all types of customers
● Build rapport, uncover needs, listen, clarify, explain, and manage conversational
flow
● Handle complaints, difficult customers, conflicts, negotiations, and challenging
situations
● Avoid misunderstandings, manage expectations and take responsibility
● Surpass expectations, go the extra mile, delight customers, and build longterm
loyalty
Topics Covered
Understanding Customers
● Values -customer values, value to your business
● Needs -what you need to do to satisfy this customer
● Wants -respect, fairness, friendliness, knowledge, confidence
Showing you Care
● What is service – Every customer is No. One.
● Attitude
● Communication - Voice, tone and speech - Language - Choice of words - Actions and body language
● Telephone styles
Dealing with Customers
● Opening the customer service calls
● Questioning to determine callers' needs
● Honing your listening skills - Active listening
● Confirm your understanding
● Putting It All Together
● Closing customer service calls or meetings
Follow up Actions
● Responding Customer Requests
● Tell the customer what to expect
● Give 'Em What They Want
● Confirm customer satisfaction
● Uncovering additional opportunities
Dealing with Difficult People and Situations
● Keep Your Cool, Lose Your Pride
● Maintaining your poise with challenging calls
● Preventing challenges from escalating
● Dealing with upset callers
● Calling for Reinforcements – Asking for help
● Put It in Perspective
● Bouncing back from challenging calls
Understanding Different Personality Types
● Identifying different personality types
● Altering your behaviour to your customer
Live online - learn by doing.
Our Live Online courses are conducted through a dedicated learning platform that enables us to provide instructor-led, hands-on training to develop real skills, in real time. Each participant logs into their own virtual environment set up specifically for the course. This is a fully interactive experience - just like in a classroom. No passive lectures, no videos to follow - real-time, hands-on practice with your instructor guiding you every step.
Instructor
- Provides real-time, live hands-on instruction and demonstration
- Provides step-by-step practical activities for participants
- Can assist participants on their screen, if necessary
- Can share participant screens to enhance discussion
Participants
- Receive hands-on instruction, step-by-step exercises and skill-builder activities
- See the instructor's screen while working in their own environment
- Can interact with the instructor and the group of participants
- Can ask questions at any time
- Join the course from any location with internet, using a course invitation
- No need for any software - just a computer with internet and a browser
- No downloads or installs necessary on the participant's computer
Inclusions
- E-Book Training Manual / activity booklet provided
- Certificate of Completion
- Post-course support to the level of the course
- Access to any training exercises used during the session
Session Times
- Full Day Course: 9:00am - 4:30pm
- Half Day Course: 9:00am - 12:30pm or 1:30pm - 5:00pm
Private sessions are booked exclusively for your team and can be facilitated as Live Online group training, or in a Classroom / Face-to-Face setting at your workplace or another organised location. Content and duration can be tailored to your needs - contact our Course Scheduling team to discuss your requirements.
Classroom / Face-to-Face
Classroom sessions are delivered at a nominated location, available for Private courses only.
Requirements (if training is delivered at your site)
- No individual computers are required for participants - this course is discussion, activity and workbook-based
- The instructor will bring their own laptop - please provide power
- A screen or projector for the trainer to connect their laptop to (please indicate the connection method - HDMI or Wi-Fi)
Inclusions
- Training Manual / activity booklet
- Certificate of Completion
- Post-course support for queries relating to the course content
Get in touch with our Course Scheduling team to arrange a private session or confirm delivery options for a specific date.