CUSTOMER SERVICE TRAINING

MODULE 1: Introduction and Course Overview

Topics covered:

• Learning Objectives
• About the Course

MODULE 2: The Importance of Customer Service

Learning outcomes:

Understand what Customer Service is and why it’s important to your role within your organisation

Topics covered:

• What is Customer Service?
• Who Are Your Customers?
• Customer Needs versus Wants
• What’s In It For Me? (WIIFM)

MODULE 3: Understanding Customer Expectations

Learning outcomes:

Learn how customer expectations are changing in the modern world, and how best to meet them

Topics covered:

• Do Not Go Too Far!
• Types of Expectations
• Meeting Expectations
• The Value of Exceeding Expectations
• How Do You Exceed Expectations?

MODULE 4: Solving Customer Problems

Learning outcomes:

See how to solve the very different problems associated with questions, complaints and conflict

Topics covered:

• Handling Complaints
• Resolving Conflict
• Answering Questions
• Questions, Complaints and Conflict
• The 5 Stages of Solving Customer Problems

MODULE 5: Turning Customers Around

Learning outcomes:

Understand how to respond professionally and appropriately to a range difficult situations

Topics covered:

• Dealing with Angry Customers
• Dealing with Difficult Customers
• Dealing with Unprofitable Customers
• Dealing with Customer Feedback
• Turning a Problem Into a Solution

MODULE 6: Communication Skills for Great Customer Service

Learning outcomes:

Be aware of the importance of communication and learn how to communicate with your customers in a more positive way

Topics covered:

• Listening Quiz
• About Communication
• Questioning Skills
• Active Listening

MODULE 7: Personal Skills for Great Customer Service

Learning outcomes:

Learn how you can be more positive in your role by acquiring and developing personal skills

Topics covered:

• The Likeability Factor: How Can You Be More Likeable?
• Managing Stress
• Time Management
• Assertiveness
• Positive Mental Attitude

MODULE 8: The Structure of Customer Service Excellence

Learning outcomes:

Learn about the six pillars of great customer service, moments of truth and setting effective personal goals
Topics covered:

• The Six Pillars of Customer Service Excellence
• Moments of Truth and Delivering Excellence
• Adopting Personal Service Standards

MODULE 9: Keeping Your Customers

Learning outcomes:

Understand how great customer service benefits everyone and see how to increase loyalty by tapping into the right emotions
Topics covered:

• The Benefits of Customer Retention
• Customer Benefits
• The Four Levels of Customer Loyalty
• The Emotional Needs that Drive Customer Loyalty
• Are You Ready to Inspire Your Customers?

MODULE 10: Your Personal Action Plan

Topics covered:

• Set up your plan of action for the future