Customer Service Training
= Scheduled class
= Guaranteed to run
= Fully booked
| LOCATION | January | February | March | April |
|---|---|---|---|---|
| Auckland | ||||
| Hamilton | ||||
| Christchurch | ||||
| Wellington | ||||
| Virtual Class |
Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?
You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.
In this fun and exciting customer service training course you will learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.
You will learn about your own personality type as well, as other personality types, and how to engage others in an entirely new way that provides a path to better communication and delivering an improved customer service experience.
This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.
There are no prerequisites for this course.
In this course participants will:
- Explain what customer service means in relation to internal & external customers
- Recognise 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 repeat business
- Practice techniques for developing good will through in-person customer service
- Formulate 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 an issue
In order to create higher levels of customer satisfaction in New Zealand, you need to go beyond delivering a "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 prioritised?
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.
After completing this course, participants will have learned to:
Topic 1: Brand Ambassador or Brand Assassin?
- What is customer service?
- Customer Behaviour
- Why Customers Leave
- The Benefits of Brilliant Customer Service
- Module 1: Reflection
Topic 2: Customer Diversity
- Cultural diversity and the global customer
- Generational differences
- Module 2: Reflection
Topic 3: We choose to serve
- Customer Empathy
- Principles of great service
- Module 3: Reflection
Topic 4: Communication – the key to great service
- Listening
- Writing
- Personal Style
- Module 4: Reflection
Topic 5: Navigating the Negatives
- Learning from worst-case scenarios
- The Steps of Acknowledgement
- Handling Tough Situations
- Module 5: Reflection
Topic 6: Creating a Service Culture
- Management Focus
- What can you do?
- Living the Culture
- Module 6: Reflection
Topic 7: Reflections
- Create an Action Plan
- Accountability equals Action
Third-party registrations:
- Small classes, average 5 people, max 16
- Prices excl. GST
- Lunch and refreshments included
- Certificate of Completion (always available in the App)
- Comprehensive courseware available in the App
- Pay on Invoice or by Credit Card