Customer Service Skills - Customer Service Training Courses

Introduction
This training course is developed around the concept that all employees must work together as a team to deliver outstanding service.

This course will introduce you to the foundational, operational and leadership level concepts of customer service.
If customers are pleased with your business’ services, then they are more likely to recommend it.

As new media has emerged, people use social networking sites to share their views, interact with others, and talk about their favorite things - are highly beneficial to your business.

Outstanding customer service itself leads to organisational success on many levels.
Pre-requisites

• This course has no pre-requisites.

Who Should Attend?

• Customer Service Staff
• Technical and Support Employees
• Field Facility Deputies
• Account Managers
• Credit and Billing Authorities
• Small Business Owners
• Anyone who is involved with customer service

Course Structure

This training course has been divided into two days:

On the first day, you will learn about the following topics:

Consumer examination, Overview about customer service, Fundamental skills, Distributed, Sales, and Service Skills.
On the second day, you will learn about the following topics:

Quality Service skills, How to deliver high-quality customer service skills and how to provide a great buyer experience within a business.

Course Objectives

• Help improve your skills in the way you speak to customers
• Learn how to handle enquiries to satisfy your clients
• Identify ways to build relationships with future clients
• Learn how to turn customer dissatisfaction into a positive experience within a business

Course Content

This course will cover the following topics:

Overview of Customer Service

• Defining Purchaser Package
• Handling enquiries
• Establishing needs and responding to requests
• Handling work based requests
• Check recovery
• Complaint handling practice skills
• Building customer relationships
• Applying the next steps

Fundamentals of Service

• Understanding Customer Service
• Focusing on the Buyer
• Handling Complaints within a Business
• Delivering Excellent Amenity on the Telephone
• Coping With Stress
• Addressing Issues
• Closing Communications

Distributing Customer Service

• Setting the scene for procurer deal excellence
• Understand your customers
• Retail trades with excellent service
• Connect with your clienteles
• Deal with shopper dissatisfaction

Sales and Service

• What is excellent customer service skills?
• How to create a positive first impression
• Building your relationship with a customer
• How to initiate sales conversations
• What does your clients’ body language say? And how to read it effectively during contact
• Allowing the customer to express themselves
• Clear communication skills
• How to identify the client’s needs
• Meeting the customer’s expectations
• Understanding Expectations
• Displaying the correct telephone manners
• Remaining positive with customers
• How to deal with objections within a business
• Using questions effectively
• Finding your competitive advantage
• Methods of collecting customer information
• Measuring performance
• Making a lasting impression with a customer

Ways to Provide Customer Service

• Respond as quickly as possible to customers
• Know your investor
• Fix your mistakes
• Go the extra mile
• Consider long term – A patron is for life

Great Customer Experiences

• Establish a Knowledge Foundation within the business
• Empower Your Customers
• Empower Your Frontline Employees
• Offer Multichannel Choice
• Listen to Your Customers
• Design Seamless Experiences
• Engage Customers Proactively
• Measure and Help Improve Continuously

Benefits of Taking this Course

• Be able to provide professional and successful customer service
• Understand the demands of others
• Develop successful client relationships
• Handle stressful situations in more efficient ways
• Notice the signals of customer irritation and how to respond competently and how to assist them effectively
• Provide quick solutions to your consumers’ problems