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Customer Service training courses
29 training courses
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Customer Service for Frontline Staff
The most powerful messages an organisation will send are those communicated by their staff. The manner in which staff members communicate with external and internal stakeholders will primarily determine the perceptions people have about an organisation. This practical workshop develops service skills for those with internal and/or external customers. Through a series of group exercises, theoretical situations, videos and discussions, you will learn the skills necessary for providing ...
Customer Service for Frontline Managers
This is a practical program, encompassing the theories of Dr Karl Albrecht (a leading customer service guru) which focuses on ways to improve the quality of service provided to internal and external customers. You will learn a five step process to help you motivate your team, measure performance and understand how to go about continuous improvement from a customer perspective.
Dealing with Difficult Clients, Colleagues and Situations
Do you have to deal with difficult clients, customers, team members, subordinates, supervisors or family members? If the answer is yes then this practical one day workshop will help you to understand and manage difficult people and situations. Topics covered include: Things that typically annoy your customers or clients Why complaints are useful How to calm an upset person A practical six step model for difficult people Ways ...
Duration:
1 day
Customer Service
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time. In order to achieve this, it is important to ask yourself some questions: Do you or your staff have the right skill sets to deliver exceptional customer service? How do you currently improve your Customer Service Skills and approaches? Do you strive to continuously improve your customer service? Do you listen to your ...
Duration:
0.5 day
Duration:
1 day
Customer Service Skills
We offer a highly interactive one day customer service course in Melbourne for your organisation, that will refresh the skills and outlook of your front line staff. The focus and the course duration can be tailored to your requirements. This highly engaging Customer Service training will remind your staff of the expectations that your customers have of them. The course will refresh the skills they need for dealing positively with some of the demanding customers and difficult situations ...
Duration:
1 day
Offer Extraordinary Customer Service
Build a strong toolkit so that you deliver extraordinary service on a consistent and continuous basis. Learning outcomes: Identify customer needs and motivators Establish a customer focused mindset Deliver customer service excellence using the 6 Pillars of extraordinary service
Duration:
1.5 hour
Customer Service Program
This three-day customer service program provides teams with a robust customer service framework, increased awareness of the impact of poor service, and shared confidence to deliver outstanding end-to-end experiences. Our interactive program empowers staff at all levels to effectively manage dissatisfied customers, grow and strengthen relationships, understand initial inquiries, resolve outstanding matters promptly, and retain customers with minimal escalations. Program Modules 1 ...
Duration:
3 day
9
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Telesales Training
Telesales remains one of the most effective ways to build your customer base and provide a quality level of customer service. However, getting is right is not as easy as some may think! A professional telephone technique is crucial to your sales process. This course teaches the essential elements of successful telesales calls. By the end of the course, attendees will have scripted their perfect sales pitch which will entice and interest customers, allow them to be able to handle any ...
Customer Service
Providing exceptional customer service is one of the most effective ways to create a business which stands out for the right reasons. It will not only give your customers incentive to come back, it will encourage the holy grail of marketing — word of mouth referrals. This detailed training will empower your team to provide customer service which goes above and beyond what’s expected of them. As a result, they will consistently deliver an experience worth talking about. Learning ...
Call Center Training
Having a call centre gives your customers access to your business, almost around the clock. The experience each customer has can make a huge difference to their engagement and your business’s bottom line. This training helps call centre agents to make the most of their phone-based work. It shares the best ways to listen and be heard, and incorporates elements of sales and customer service in detail. Practical and energising, this three-day workshop is interactive, engaging and fun. We ...
Duration:
3 day
Most important skills for customer service
The heart of any organisation or business is their customer service team. Customer service representatives (CSR’s) ensure they communicate the organisations product or service process, whilst building important long lasting relationships. Having a skilled customer service team provides businesses with a competitive edge. People who work in customer service contribute significantly to their organisations commercial performance and that’s why building skills through customer service training courses is important.
So you’re probably wondering what are the most important skills a CSR can learn? Whether you’re servicing face to face or over the phones, skills such as patience, problem solving, emotional intelligence and clear communication are vital. And the list doesn’t stop there, you’ll need writing skills, high energy, persuasive skills and have a nact for using positive language combined with thick skin!
How customer service training courses work
Customer Service training courses are generally short and sharp. They can be conducted online, face to face or ‘on the go’, meaning acquiring them during working. When you join an organisation, you’ll generally go through an induction program that will include elements of customer service training, and overtime, you might learn more complex skills relevant to the channel you’re working, or the product/service you’re assisting the organisation with.
Benefits of customer service skills training
The benefits for investing in a Customer Service training program are endless. However, for the purpose of this information extract, let’s explore four.
- You’ll gain higher employee motivation & engagement: Understanding the greater impact an employee’s role has in an organisation creates change.
- Improved customer service skills: Organisations will experience better results. Period.
- Increased customer satisfaction: Your customers will be happier. And then hopefully they’ll spend more.
- Rise in profit: Customers won’t leave people and products they like. Making your people better at customer services means a better bottom line.
Results you might see
Whether you’re a corporate buyer or an individual looking at customer service training options, results you might experience post training is a higher level of motivation and engagement, job satisfaction will shift. And in turn, this will decrease employee turnover. Your customers will experience brilliant interactions, and this will create a deeply loyal customer base providing organisations with high confidence in income and financial projections.