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Customer Service Training (PDCST)

Length 1 day

Course overview

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Why study this course

Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans?

In order to create higher levels of customer satisfaction, you need to go beyond simply delivering "good" customer service, to develop strong relationships with your customers, proactively anticipate your customers' needs, and exceeding their expectations every single 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?
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?

In this fun and practical course you'll learn to recognise how your attitude impacts on your interactions, apply techniques to generate repeat business, develop top-level phone skills, and learn how to deal with difficult customers.

This course is delivered in partnership with PD Training.

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What you’ll learn

After completing this course, participants will be able to:

Explain what customer service means in relation to internal and external customers
Recognise how one's attitude affects service standards
Master ways to develop and 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

PD Training at Lumify Work

PD Training is Australia's leading provider of professional development training, cutting edge psychometric profiling and HR services. They help companies provide training and development to their staff that is on-target, fun, retained, and achieves their goals.
Lumify Work partners with PD Training to offer an extensive range of Professional Development training and short courses, through a network of over 400 specialist trainers.

View all PD Training courses

Who is the course for?

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.

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.

Course subjects

Lesson 1: Brand Ambassador or Brand Assassin?

What is Customer Service?
Customer Behaviour
Why Customers Leave
The Benefits of Brilliant Customer Service

Lesson 2: Customer Diversity

Cultural Diversity and the Global Customer
Generational Differences

Lesson 3: We Choose to Serve

Customer Empathy
Principles of Great Service

Lesson 4: Communication - the Key to Great Service

Listening
Writing
Personal Style

Lesson 5: Navigating the Negatives

Learning from Worst-Case Scenarios
The Steps of Acknowledgement
Handling Tough Situations

Lesson 6: Creating a Service Culture

Management Focus
What Can You Do?
Living the Culture

Lesson 7: Reflections

Create an Action Plan
Accountability = Action

Prerequisites

None

THIRD PARTY REGISTRATION

Lumify Work offers training through our partnership with PD Training. This arrangement requires Lumify Work to provide your details to PD Training for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.