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Customer Service Training Course

PD Training

Friday, 10 February 2017 from 9:00 am to 4:30 pm (AWST)

Customer Service Training Course

Ticket Information

Ticket Type Sales End Price Fee Quantity
Course 27/01/2017 $660.00 $30.69

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Event Details

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 professional development course you'll 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.

The PD Training Customer Service course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.

Customised Customer Service courses are available for organisations who require specific scripts or product knowledge.  Click our In-House tab to generate a free quote for custom courses at your location.

Learning Outcomes

  • 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 return 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

Course Outline

Customer Service Training Course - Lesson 1 
Good Customer Service Explained 
  • Internal vs External customers 
  • Customer Service Defined
  • Customer Service Delivery
Customer Service Training Course - Lesson 2 
Using the Telephone Effectively 
  • The Pros and Cons
  • Phone Protocol
  • Suggestions for Best Practice
Customer Service Training Course - Lesson 3 
Attitude is Everything 
  • First Impressions Count
  • Smiling for Success
  • Being Upbeat Open to Close
  • Produce Positive Outcomes
Customer Service Training Course - Lesson 4 
Using Email and/or Chat 
  • The Pros and Cons
  • Email/Chat Protocols
  • Suggestions for Best Practice
  • Examples: chat and e-mail
Customer Service Training Course - Lesson 5 
Conducting Customer Needs Analysis 
  • Determine the Primary Issue
  • Avoid the Assumption Mistake
  • Delivering Basic Services
  • Delivering Above Average Services
Customer Service Training Course - Lesson 6 
Working with Challenging Clients 
  • Removing Client Emotions
  • Create Mutual Understanding
  • Set Your Boundaries
  • Removing Your Emotions
Customer Service Training Course - Lesson 7 
Creating Repeat Clients 
  • Do What You Say You'll Do
  • Dealing with Dissatisfaction
  • Making the Most of Problem Clients
Customer Service Training Course - Lesson 8 
Escalation Techniques 
  • Client Profanity Plan
  • Dealing with Verbal Abuse
  • Managing Personal or Company-Related Threats
Customer Service Training Course - Lesson 9 
Face to Face Customer Service 
  • Dealing with Face-to-Face Enquiries
  • The Pros and Cons of Face-to-Face Communication
  • Understanding Effects of Body Language
Customer Service Training Course - Lesson 10 
Ten Things You can Do to WOW Every Time! 
  • You'll Get our 10 Top Tips!
Have questions about Customer Service Training Course? Contact PD Training

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When & Where


Visability Perth
Perron House
61 Kitchener Avenue Victoria Park
Perth, WA 6100
Australia

Friday, 10 February 2017 from 9:00 am to 4:30 pm (AWST)


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PD Training

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We have over 400 expert trainers and training consultants across Australia, to ensure it is fast and easy for you to receive training that exceeds your expectations (you’ll be impressed at our speed and quality of service - test us out!).

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Customer Service Training Course
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