Customer Service Training: Achieving Excellence in Customer Service

Level: Foundation
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Providing outstanding customer service and positive customer experiences often make the difference between gaining and keeping a customer or losing one. This customer service training course will teach you how to achieve customer service excellence and offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organisation.

Key Features of this Customer Service Training

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You Will Learn How To

  • Provide exceptional customer service that achieves results and gets noticed
  • Adopt the skills and techniques that routinely deliver positive customer experiences
  • Maximise the value of your customer interactions
  • Deal effectively with difficult customers and turn complaints into opportunities
  • Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
  • Demonstrate a positive, confident and professional approach with internal and external customers

Certifications/Credits:

PMI 17 PDU

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Important Customer Service Course Information

Customer Service Course Outline

  • Customer Service Excellence: Why It Matters

    The importance of How

    • Focusing on the how as well as the what
    • Developing a relationship of mutual trust
    • The Five Key Values of Customer Service
    • Creating a definition of excellence
  • Creating the Customer Experience

    Emotional aspects of the customer experience

    • Making the initial connection with the customer
    • Presenting a positive first impression
    • Influencing customer perceptions
    • Exceeding customer expectations

    Identifying the differentiators of excellence

    • Taking responsibility for demonstrating customer care
    • Navigating the customer through the process
    • Instilling confidence with a personal approach

    Fostering long-term relationships

    • Adopting a positive mental attitude (PMA)
    • Small actions that ensure attention to detail
  • Communicating Effectively with the Customer

    Developing excellent communication skills

    • Establishing rapport with your customer
    • Personalising the message
    • Matching words and non-verbal signals

    What you say and how you say it

    • Verbal and vocal techniques that work
    • Avoiding the quirks and distractors
    • Banishing jargon to create clarity

    Adopting a problem-solving approach

    • Turning active listening into problem solving
    • Employing questioning techniques that focus on outcomes
    • Encouraging a spirit of enquiry rather than adversary
    • Moving to a team approach with the customer

    Achieving results for the remote customer

    • Choosing and using appropriate media
    • Applying best practises in call centre etiquette
    • Top tips for e-customer care
  • Dealing Constructively with Tough Situations

    Calming upset customers with active listening

    • Demonstrating emotional intelligence
    • Displaying empathy and showing neutral support
    • Establishing rapport and defusing anger
    • What you should not say to an upset customer

    Techniques for dealing with difficult people

    • Remaining objective in challenging situations
    • Personalising and depersonalizing messages
    • Asserting your position through polite repetition
    • Handling the obstinate customer

    Transforming complaints into opportunities

    • Generating useful feedback and learning
    • Turning a negative situation into a loyal customer
    • Tapping into the potential advocate within your customer
  • Contributing to a Customer Service Culture

    Demonstrating leadership in customer service teams

    • Mapping the internal customer network
    • Strengthening weak links in the chain
    • Influencing a customer-centric corporate culture

    Measuring customer satisfaction

    • Setting and monitoring performance standards
    • Tracking progress with internal indicators
    • Enabling customers to express satisfaction
    • Constructing a customer service charter

    Monitoring the team's development

    • Seeing customer service as an attitude, not an accident
    • Coaching your team for success
  • Making Excellence a Habit

    The characteristics and practises of excellence

    • "Sharpening the saw" to hone your customer service skills
    • Projecting a professional image with internal and external customers
    • Ten rules that epitomize success
    • Measuring personal growth and achievements

    Executing your personal action plan

    • Constructing personal development goals
    • Committing to immediate action

Customer Service Training FAQs

  • How do you define excellent customer service?

    Exceeding expectations through the eyes of the customer to build and maintain mutually beneficial relationships with them.

  • How can I bring this course to my facility to train my team to deliver customer service excellence?

    Enhance your team's effectiveness and boost productivity with instructor-led training delivered privately to your organisation, live online, or to any preferred location!

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  • Can I earn Professional Development Units for the Customer Service Training: Achieving Excellence in Customer Service course?

    No, you cannot receive PDUs from the Customer Service Training: Achieving Excellence in Customer Service course.

    To find out which courses do offer PDUs, check out the PMI Q&A List ›

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