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Register | Course Schedule | Course Outline | Instructors | FAQ | OnSite Training
Details |
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Duration
1 Day |
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Class Size
~15 |
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Times
9:00-4:00 |
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Computer
Provided |
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Training Manual
Included |
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Price
$235.00 + GST |
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Course Description It takes more time, effort, and thus cost to sell to a new customer as opposed to an existing customer. It is estimated the cost is up to 40% more in fact. Delivering exceptional customer service is key to a businesses survival, and growth rate. The Customer Service course will provide great insight and tips to ensure you are maximizing performance in customer service and in generating new and return sales. Target Audience This Customer service training is designed for customer service professionals, front-line workers, managers, supervisors and any business professional. This course is also applicable as a refresher course. Learning Objectives Upon successful completion of this Customer Service training class students will be able to:
- Listen and Interpret What a Customer is Looking for
- Show Customer proper Attentiveness
- Relate and Build Rapport with Any Customer
- Speak in a Way the Customer can Understand
- Effectively Handle Customer Complaints and Issues.
- De-Escalate Angry or Upset Customers.
- Be Aware of and Interpret Body Language.
- Provide Excellence in Customer Service on the Phone and In Person.
- Communicate Effectively using Electronic Means (IE. Email, IM, Etc.)
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Upcoming Classes |
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Course Outline |
Morning Fundamentals of Great Customer Service
- Understand what Really Matters to Customers
- Rediscover Customer Service
- Understand your Customers
- Loyalty and Responsibility
- Building Positive Energy
- Keeping it Positive: Strategies Unleashed
- Strategies on Building Rapport
- How to Show your Listening
- Customer Service Strategies
- Review Service Attitude And Customer Expectations
- Telephone and Non-Verbal Communication Etiquette
- Keep the Lingo out of It: Simplicity Defined
Customer Service Process and Strategy
- Motivation and Moral: Key Implementation
- Quality of Service Reporting
- The Entire Customer Service Process
- Resolving Issues and Recovering broken Customer Trust
- Reviewing Resolution Procedures
- Simulation Activities to Demonstrate Strategies and Procedures
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Afternoon Customer Management
- The Importance of Leading by Example and Taking Responsibility
- Understanding how to use Discretionary Skills
- Preventing Dissatisfaction in your Customers
- Do's and Do Not's of Body Language
- Do's and Do Not's of Verbal Communication
- How to Deal with an Irate Customer
- Stress Management
- Simulation Activities to Demonstrate Techniques
Customer Communication
- Understand the Importance of Effective Communication
- Using the Telephone 101: Basics and Beyond
- Importance of Telephone Service Scripts
- Follow-Up Communications by Email
- How to Create Professional E-Mail Messages and Newsletters
- Review Principles, Simulation Activities, And Set Application Goals
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Register OnlineTo begin registration, please select the date you would like to attend.
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