Customer Service Training

Course details

Providing a positive customer service experience to your customers is crucial when working with new clients and creating opportunities for repeat business and/or sales.  Do you create "Raving Fans" every time you interact with your customers?

Attend this Customer Service training course from PD Training and discover how to positively connect with your clients and create "Raving Fans".  This course teaches you the skills and techniques for retaining your valuable clients and winning repeat business in any scenario like how to dress for the role, providing high levels of attention and follow up, questioning techniques, using body language, dealing with unhappy customers and much more.

Organizations and inpiduals will become more customer service oriented by completing this engaging and insightful course. 

The Customer Service training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers or you can attend one of our publicly scheduled courses.

Outcomes

After completing this course participants will be able to:

• 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

Foreword:

Do you create positive, lasting impressions with your clients whenever you interact with them? Have you retained your old clients while attracting potential new ones? If your answer is "NO", then your company's customer service process may require some improvement. In order to gain loyalty and magnetize potential clients to do business with you, an organization must provide world-class service to them.

In order to create a positive customer satisfaction experience, the organization must provide an exceptional customer service and exceed your customers' expectations with each interaction. 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 by consistently providing exceptional customer service to their clients.

MODULES

Lesson 1: Who we are and What we do

• Who are customers (internal/external)
• What is customer Service?
• Who are customer Service Providers?

Lesson 2: Establishing your Attitude

• Appearance counts! (even if not in person)
• The power of the smile
• Staying energized
• Staying positive

Lesson 3: Identifying and Addressing their Needs

• Understanding the customer's problem
• Staying outside the box (not jumping to conclusions)
• Meeting basic needs
• Going the extra mile

Lesson 4: Generating Return Business

• Following up
• Addressing complaints
• Turning difficult customers around

Lesson 5: In-Person Customer Service

• Dealing with at-your-desk requests
• The advantages and disadvantages of in-person communication
• Using body language to your advantage

Lesson 6: Giving Customer Service over the Phone

• The advantages and disadvantages of telephone communication
• Telephone etiquette
• Tips and tricks

Lesson 7: Providing Electronic Customer Service

• The advantages and disadvantages of electronic communication
• Understanding netiquette
• Tips and tricks
• Examples: chat or e-mail

Lesson 8: Recovering Difficult Customers

• De-Escalating anger
• Establishing common ground
• Setting your limits
• Managing your own emotions

Lesson 9: Understanding when to Escalate

• Dealing with vulgarity
• Coping with insults
• Dealing with legal and physical threats

Lesson 10: Ten Things you can do to WOW every time!

• We'll share our tips!