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Customer Service Course
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Objectives
This one course will help teach participants how to:
* Telephone techniques to stand out
* Communication with verbal, vocal and visual
* The customer service life cycle
* How to WOW your customers
* Body language tips to communicate better
* Complaint handling
* Disarm angry customers
* Exceed expectations
* Recognise that service delivery is an individual response value
* Understand how an individual’s behavior impacts the behavior of others
* Develop more confidence and skill as a problem-solver
* Communicate more assertively and effectively
* Make customer service a team approach
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Course description
This Customer Service Course is a great starting point to offer excellent customer service. Help with body language, rapport building, creating positive clients plus more.
Duration: One Day: 9am - 4:30pm
Introduction and Course Overview
You will spend the first part of the day getting to know participants and discussing what
will take place during the course. Students will also have an opportunity to identify their
personal learning objectives.
What is Customer Service?
This session will get participants thinking about the information to be covered over the
next two days through small and large group discussion.
Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external.
This session will look at both types of customers.
Meeting Expectations
This session will focus on the four critical areas that customers have expectations for.
Presenting Yourself Properly
Using individual testing, participants will take a look at the impression they give
customers and ways they can improve.
Setting Goals and Targets
During this session, we will look at setting SMART goals.
Standards
Participants will participate in a brief lecture about standards, and then they will
develop a set of standards for the four key components of customer service.
Communication
This session will focus on communication barriers and how we can overcome them.
Telephone Techniques
This part will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
Managing the Talkative Caller
Talkative people are often interesting and enjoyable, but on the telephone they can take
up a lot of time. Participants will work in small groups to identify ways to deal with
talkative callers.
Dealing with Difficult Callers
During this session, participants will work in small groups to complete a mix-and-match
exercise on common types of difficult callers and appropriate responses.
Dealing with Challenges
There are many types of unexpected challenges that we can encounter every day.
Participants will work on small groups to develop responses to some of these issues.
Increasing Your Assertiveness
We will explore an easy four-step formula that will help you communicate more
effectively and assertively.
Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior,
identify some coping strategies, and discuss the difficult person they find most trying.
Dealing with Conflict
We will examine five ways to deal with conflict.
The Problem Solving Process
We will look at a six step plan for solving problems. Then, participants will apply the plan
to a case study.
Seven Steps to Customer Problem Solving
We will look at a plan designed specifically for solving customer service problems. Then,
participants will practice using the plan in a role play.
The Recovery Process
During this session, we will look at a six-step process that you can use to turn customers
around.
Eliminating Customer Service Problems
Wouldn’t it be great if you never had to deal with an upset customer again? This session will examine some ways that you can reduce customer service issues.
Service PRIDE is a Team Effort
This session will look at five things that the company as a team can do to improve customer service.
Doing Your Part
This session will help participants identify ways that they can make a personal contribution to successful customer service.
Dealing with Stress
This session will offer some quick, easy ways to de-stress in any place, at any time.
Course Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an
action plan.
About the courses
The workshops are a fun & entertaining learning experience. We highlight skills throughout the course and provide practical information on solving current issues and situations. By applying the information personally to each of the participants we help provide real solutions for each individual.
The way we deliver
We discuss with participants what they would like to obtain from each course. This way the facilitator knows exactly what information will be useful to each individual. It also means each course is custom made to suit the individuals at the course and our participants can learn more at a quicker pace without covering material that may not be required. By learning from each other within the course the participants can take real skills back to the workplace.
This helps everyone make the most of the training. Here are some additional details on why many people choose a Paramount course.
Why Paramount courses are better courses
-Motivational and professional trainers
-Lunch and refreshments provided
-We combine entertainment with training
-Every course is custom designed to suit the participants
-We provide professional and useful manuals to keep as a reference
What can you expect?
-A fun and entertaining session
-Useful skills you can use straight away
-A friendly trainer with personal attention
-A certificate for each participant that attends
-Experienced help and assistance in the specialised training areas
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