Customer Service Training
Group Onsite Training
Our team of certified trainers travels nationwide, delivering exceptional Customer Service Training training right to your doorstep.
Obtain PricingGroup Online Training
Private instructor-led virtual classes. Learn Customer Service Training from the comfort of your home or office.
Obtain PricingAbout the Customer Service Class
This course is ideal for anyone who interacts with customers, whether in person, via email, or over the phone, including internal customers.
Available both online through webinar and in-person, the Customer Service course is interactive, fast-paced, engaging, and packed with practical tips and techniques you can apply immediately.
Onsite Customer Service Training with Training Performance
How Online Customer Service Training works
View Course Outlines
Exceptional Customer Service
Duration: 1 day
More Info
Course Description
Delivering excellent customer service is crucial for long-term success. Our customer service workshop equips participants with the skills to provide outstanding service and build a loyal customer base. Suitable for anyone who regularly interacts with customers, whether face-to-face, via email, or over the phone, including internal customers.
Learning Objectives
- Defining what Great Customer Service looks like
- Customer Generational differences
- Developing the right Attitude and Skills
- Developing key Communication Skills
- Making a great First Impression
- Reading Body Language
- Asking Questions and Listening Skills
- Establishing Rapport and Building Relationships
- Effective Email Communication
- Knowing the Importance of a Complaint
- Recovering a Difficult Customer
- 10 Key Customer Service techniques
Lesson 1: The Impact Customer Service Training
Savvy businesses know that staff who deliver great customer service resulting are greater sales and customer loyalty, are indispensable. The best customer service reps
are highly valued and are often promoted to more senior roles.
The attitude and communication skills participants learn on this class and when interacting with customers and colleagues, will quickly enhance their reputations and
boost your careers.
Lesson 2: Customer Service Today
In this lesson we start off by defining customers (both internal and external). We discuss what customers want and then define what great customer service looks like in
today’s world. Great customer service may look different for a millennial than it does for a baby boomer, so we look at the generational differences of the 4 major generations
of today, namely the baby boomers, generation x, the millenials, and generation z.
Lesson 3: This Thing Called “Loyalty”
Repeat business or customer loyalty is the lifeblood of any organization. In this lesson we define a lifetime customer, and what drives a customer to remain loyal. We also consider the cost of losing a customer.
Lesson 4: Having the Right Skills and Attitude
Establish the right attitude is key to delivering great customer service. In this unit we will explore all the characteristics of a high performing customer service representative. The attitude, skills and the characteristics of high performing service providers.
Lesson 5: Communication Skills
Learning to communicate well is key to delivering outstanding customer service.
In this lesson participants will learn to make a great first and lasting impression, how to build rapport with customers, how to engage in active listening to better under the customer’s needs, how to read body language to help in reading a situation, the power of asking questions, using language that engages and influences, and finish off with learning 5 key communication principles.
Lesson 6: Email and Customer Service
More and more customer engagement today takes place via email. This has tremendous advantages and disadvantages. We learn what customers expect using this medium, how to write effective emails and good email
etiquette.
Lesson 7: Value of a Complaint
A complaint is often a gift for a business. In this lesson we review the ground rules for receiving a complaint, hot buttons and forbidden language. Recovering Difficult Customers. Dealing with difficult or angry customers can be a challenge. In this lesson you will learn seven diffusing techniques and how to best manage your own emotions.
You will learn to disengage which is a useful technique when dealing with an aggressive customer and ways for your customer to save face and avoid an embarrassing situation. Finding ways to say “yes” and offering your customer
choices is a great way to empower the customer. And follow-up procedure will ensure the customer is fully recovered.
Lesson 8: Measuring Customer Satisfaction
Here we look at the importance of customer feedback and different methods for collecting feedback. Net Promoter Score (NPS) is a great method to measuring customer satisfaction.
Lesson 9: 10 Key Customer Service techniques
The class finishes off with practical tips on what should do in 10 unique situations such as when a customer asks for a discount, when a customer threatens to defect to the
competition, or when a customer expresses displeasure.
Testimonials
 |
Cindy Guadarrama, Unified CML |
This Customer Service seminar was beyond what I expected. The trainer gave an amazing class. She was full of energy and keeps your attention. I have a better understanding of my position and how to handle things differently and how to be efficient in different areas with customers. Great class. I would recommend this to any company that would like to better their employees' communication skills. 
|
Michael Rahman, REME |
|
Memorie Camargo, Amanecer Community Counseling Services |
Key Benefits of Onsite training
Affordable
Onsite training is an affordable
way to up-skill your entire team.
Convenient
Let one of our trainers come to you,
we deliver training to your doorstep.
Customizable
Tailor the training to meet your needs.
All classes are fully customizable.
Locations
We provide onsite Customer Service Training training right across the country, including:
