Introduction To Customer Service | Introduction To Customer Service Training

Introduction

This training course is an introduction to present the learner with the value and benefits of excellent customer service as well as helping your customers and understanding their specific needs.

The course also covers aspects such as consumers’ expectations of products and services, service quality, and customer value.

Finally, this customer service course will show learners how to deal with unhappy customers and how to help these clients keep coming back again and again.

Prerequisites

• There are no prerequisites required, for this customer service course.

Who Should Attend?

• Recently hired customer service representatives
• Qualified customer service representatives
• Call supervisors and service dispatchers

Course Structure

This 1-day training will help delegates gain knowledge on:

• Understanding Client Service
• Focusing on how to help customers
• Handling Complaints
• Delivering Excellent Client Services on Telephone
• Dealing with Stress levels

Course Outline

Understanding Client Services

• Learning all about Client Services
• Identify Customers Expectations

Focusing on the Customer

• Create a Positive First Impression
• Identify and Help Meet the Customers’ Needs
• Create a Positive Last Impression

Handling Complaints

• Techniques to Handle Clients Complaints
• Help to Resolve the Problems of your Customers
• Help with Upset and Difficult Clients

Delivering with Consumers on Telephone

• Answering the Call
• Project a Positive Image Using Your Voice
• Understanding Customers Point of View

Coping with Stress

• Describe Stress
• Take Preventive Measures
• Overcoming Stress

Benefits of Course

Customer service training can be a hugely useful thing to invest in, to enhance the way a business works.

Although the quality of customer service will differ depending on the product, service, industry, business and customer, there is almost always room for development.

In most cases, customer service must be able to give assistance to various types and characters. At the same time, customer service must reflect the core values of the business.

Hitting the right balance among these two traits isn’t easy, particularly when members of staff also need to know about product news and details about delivery, warranties or other client questions. Consequently, customer service training is essential to help building a good relationship between customers and business.

Course Objectives

• Successfully communicate with your customers
• Create a lasting impression and attract returning customers
• Help understand the value of consumers to your business
• Deliver exceptional customer care
• Manage problematic customer situations
• Protect your brand
• Work with your own in internal customers to achieve a positive response
• Appreciate the customer service demands for different channels