02 231 3682

Customer Service Training Course

Do you create positive, lasting impressions with your clients whenever you interact with them? Have you retained your old clients while attracting potential ones? If your answer is NO then there might be something wrong with your company’s customer service process. In order to gain loyalty and magnetize potential clients, an organization must present world-class service to them.

Discover how to positively connect with your clients with a Customer Service training course from PD Training. This course demonstrates sensible ways to retain your valuable clients and win repeat business. The training illustrates how to gauge your organization’s ability to meet and surpass your customers’ needs and expectations. A good customer service program does not only affect the interaction between employees and clients, but employees with superior customer service skills experienced a higher sense of commitment to their jobs.

Make the first move toward becoming more customer service centered by enrolling in this course. This fun and engaging Customer Service Training Course is available now throughout Philippines, including Manila.

This Customer Service training course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology.

Contact us today for a quote or enroll now into the next public course date.

Learning Outcomes
Course Outline
In-House
Training
Reviews
  • Learning Outcomes - Customer Service Training Course

    • Explain what customer service means in relation to internal & external customers
    • Recognize how one's attitude affects service standards
    • Master ways to develop & maintain a positive, customer focused, attitude
    • Develop needs analysis techniques to better address customer needs
    • Apply outstanding customer service techniques to generate return business
    • Practice techniques for developing good will through in-person customer service
    • Formulate take away techniques for service excellence over the phone
    • Gain insight to connecting with customers online
    • Master techniques for dealing with difficult customers
    • Acquire tools for recovering difficult customers
    • Understand when to escalate
    Duration: 1 day course

    Inclusions:


    Top Trainer

    Certificate

    Tailored Training

    Reinforcement



    + beat the forgetting curve with the

    Pre-Class Activities | Always Available Courseware | On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.






  • Course Outline - Customer Service Training Course

    Download Customer Service Training Course Outline

    Foreword:

    In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service. 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?
    • Currently how do you improve your Customer Service Skills and approaches?
    • Do you strive to continuously improve your customer service?
    • Do you listen to your customers and their needs?
    • Do you currently listen effectively to uncover the customer’s true needs?
    • Are internal customers understood and prioritized?

    This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

    Customer Service Training Course - Lesson 1
    Getting Started
    • Pre-Assignment Review
    • Workshop Objectives
    Customer Service Training Course - Lesson 2
    Good Customer Service Explained
    • Who Are Customers?
          • External Customers
          • Internal Customers
    • What Is Customer Service?
    • Who Are Customer Service Providers?
    Customer Service Training Course - Lesson 3
    Establishing Your Attitude
    • Appearance Counts! (even When not in person)
    • The Power of a Smile
    • Staying EnergiZed
    • Staying Positive
    Customer Service Training Course - Lesson 4
    Identifying and Addressing Customer Needs
    • Understanding the Customer’s Situation
    • Staying Outside the Box (not jumping to conclusions)
    • Meeting Basic Needs
    • Going the Extra Mile
    Customer Service Training Course - Lesson 5
    Generating Return Business
    • Following Up
    • Addressing Complaints
    • Turning Difficult Customers Around
    Customer Service Training Course - Lesson 6
    In-Person Customer Service
    • Dealing with At-Your-Desk Requests
    • The Advantages and Disadvantages of In-Person Customer Service
    • Using Body Language to Your Advantage
    Customer Service Training Course - Lesson 7
    Giving Customer Service over the Phone
    • The Advantages and Disadvantages of Telephone Communication
    • Telephone Etiquette
    • Tips and Tricks for Providing Customer Service over the Phone
    Customer Service Training Course - Lesson 8
    Providing Electronic Customer Service
    • The Advantages and Disadvantages of Electronic Communication
    • Understanding Netiquette
    • Email Etiquette: The Do’s and Don’ts of Email
    • Tips and Tricks
    • Examples: Eliminate Electronic Ping Pong
    Customer Service Training Course - Lesson 9
    Recovering Difficult Customers
    • De-Escalating Anger
    • Establishing Common Ground
    • Setting Your Limits
    • Managing Your Own Emotions
    Customer Service Training Course - Lesson 10
    Understanding When to Escalate
    • Dealing with Vulgarity
    • Coping with Insults
    • Dealing with Legal and Physical Threats
    Customer Service Training Course - Lesson 11
    Ten Things You Can Do to WOW Customers Every Time
    Customer Service Training Course - Lesson 12
    Wrapping Up
    • Action Plans
    • Words from the Wise
    • Action Plan
    • Notes:
    • Notes:
    • Pre-Assignment
    • Worksheet One: Template for Written Expectations
    • Worksheet Two: The Urgent-Important Matrix

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • tailored to your team at no extra cost
    • cost effective - great group pricing
    • you choose the day, duration, place and time
    • flexible length - sessions as short as 1-hour
    • greatest impact in the shortest time
    • great team building opportunity
    • more convenient, people don't need to go off-site
    • World's leading reinforcement system

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator

    These 60-90 minute sessions are highly motivating and thought provoking

    3-hour Power Sessions
    3 hour power session

    3-hour power sessions are targeted and flexible around your operational needs.

    Full-day training
    full day training

    Full day courses delivered with a strong focus on activities and participation.No death by PowerPoint here!

    Conferences
    Conferences

    We can run workshops or provide keynote speakers. Let us provide the highlight of your conference.

    Personalised | Remembered | Applied

    Pre-Class Activities | Always Available Courseware |
    On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

    Report on your Success
    • Easier Planning
    • Faster Administration
    • Simple comprehensive
      reporting
  • Customer Service Training Course Reviews:

    It was fantastic to have Jessica come in and train our team. The course was highly appropriate for our support centre and I believe each individual benefited from the training provided. Jessica did a fantastic job of engaging each of the staff members and had each of them contribute to the day. She tailored the training to our specific requirements and worked on the fly where needed to get the most out of our team. Ryan has done a great job to sort through any concerns or initial reservations that I had in regards to training and helped pick the right course for our team. Overall a really great experience and I will be recommending follow up courses to my management team in future.
    Siteminder
    I have always received fantastic service, co-operation and response from PD Training. They always go an extra mile to serve their customers. I strongly recommend PD Training to all my industry colleagues.
    Clayton Salon
    The trainer Kirsty was organized topic of training very well. She made satisfied my expectation of this training. Thank you very much.
    Menya Noodle Bar
    This was one of the best trainings I have participated in, my team were all really impressed and enjoyed the training immensely. Thank you Michaela was terrific!!
    Grampians Community Health
    Sally was a really great teacher. She was positive, helpful, really friendly and she answered every question I asked her. She made it a really enjoyable course! Thank you!
    Freebott PTY LTD
    It well structured and the facilitator was very friendly and clear.
    Freebott PTY LTD
    The course was very well run and I think everyone enjoyed it, it was topical and everyone seemed to have input.
    Metcash/IGA
    The course was dynamic, relevant and well received by all participants. Troy is a confident and engaging trainer who delivered a fantastic session. I will be recommending this course and your company for future AEC training requirements.
    Australian Electoral Commission
    I really enjoyed the course and thought the presenter was excellent. His personal recounts were relevant and topical. His engagement with staff was excellent... I gained a refreshed outlook and up to date information.
    Australian Electoral Commission
    Very good training, would recommend to friends in 'Customer Service Roles'.
    Siteminder
    What enhanced the session was the enthusiastic participation and input by all members of the group.
    Siteminder
    Awesomenessly awesome!!
    Siteminder
    Trainer had a high level of energy and understanding of group dynamics.
    Tafe NSW
    I thought that the course was a great help to the Library Staff.
    Tafe NSW
    Pam made a subject that could have been very boring exciting and interesting to learn. Enjoyed all her stories and created a great rapport with all staff.
    Tafe NSW
    Full of fun and very useful session. it was worth attending it.
    Tafe NSW
    Held our interest all day, very professional.
    Grampians Community Health
    Congratulations to Michaela. She involved all participants in the activities/discussions and was very flexible in how parts of the discussion went and then easily brought us back to the main aim of the course. Her summations was great as well.
    Grampians Community Health
    Michaela is a fantastic trainer, she really knows her stuff, delivery was great. Fantastic day can't say enough nice things about the whole experience. Thank you.
    Grampians Community Health
    Nothing the Trainer we had was one of the best I have had over the 7 years I've been here.
    Holcim
    Karen was great! Energetic, encouraged a laugh and it didn't like a boring training course at all it was educational yet fun!!
    Holcim
    Fantastic Trainer - look forward to her presenting other courses that I will be invited to. The course reminded me to apply my customer skills so that customers can get 100% satisfaction.
    Holcim
    One of the most beneficial courses i have ever attended. Anne was very helpful and professional. She is worth more money.
    Holcim
    Julie was a wonderful presenter. She was able to tailor the session to address the issues/needs identified during the session for individuals and made it relevant for the group.
    Queensland Parliamentary Service
    I would just like to say that the course was a lot of fun and certainly gave insight to things I had not been aware of before even though I have spent many years in Customer Service. Thanks for a great experience.
    Metcash
    Having been to many seminars and courses over the years, it was refreshing to have an overview of the experiences I have gained. I guess the most useful part of the course was the "up-to-date" customer greetings face to face and over the phone. Time change I guess. I enjoyed the interaction with my fellow workers and the chance to have my own input.
    R&S Trading
    I found that team work was really helpful and talking bout what everyone else has experienced and how to deal with it.
    Clockwork
    The presentation was very professional & the subject is a big part of our day to day life dealing with clients, fellow workers & family/friends.
    MGA Insurance Brokers Pty Ltd
    Speaker was great! very funny and made it a bit more fun! :)
    MGA Insurance Brokers Pty Ltd
    The trainer was very friendly and enthusiastic and made the course very interesting.
    MGA Insurance Brokers Pty Ltd
    Anne was great - very engaging - I felt that I can use the tools she has given me.
    Dept. of Sustainability Environment Water Population and Community
    Trish did a fantastic job with our slightly dysfunctional group. Her background knowledge on neurology and the way the brain works in terms of 'being present' and 'above the line' was GREAT! To be honest I thought this course was going to be dull and bland but experienced the complete opposite, would recommend a training session with Trish anytime!
    Armada Solutions
    Trisha delivered the session in a great way, I was impressed with her knowledge and I believe we gained good value out of the exercise.
    Armada Solutions
    Love the way the course was set out very fun and friendly.
    Department of Health (Vic)
    I though Ann was absolutely FANTASTIC. Very friendly, outgoing and fun without being unprofessional. Easy to listen to and understand - you have a great trainer on your hands!
    The Sound Alliance
    Thank-you Simon. The day left me feeling positive and refreshed ready to go forward with many new and revamped ideas.
    Almax Aluminium
    I was a bit skeptical about this, as I usually am with these sort of things. But I found it to be a really enjoyable & easy experience, and I feel that everyone in the course not just myself could take a lot away from it.
    Vinidex Pty Ltd
Not exactly what you needed? Try other courses in the Customer Service Courses Category

 
shadow
Orgmenta logo
Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

×
Privacy Policy - Terms & Conditions
© 2013 - 2017 PD Global Pty Ltd