Customer Service – Exceeding Expectations

Customers are now savvier than ever, with the ability to check up on anything you say or do with a flick of their smartphone. However, each customer also has a different definition of what ‘customer service’ means to them.

This Live Online Course will help you understand the fundamental principles of excellent customer service delivery, whether you communicate with customers in person, on the phone or via email.

1 Day course
What you will learn:
  • Define what great customer service is for yourself and others.
  • Get serious about delivering great customer service.
  • Understand how the service-profit chain affects your organisation.
  • Identify ways to truly meet your customers’ needs.
  • Communicate effectively with your customers via email, telephone, and in person.
  • Deliver bad news to customers in a more positive manner.
  • Confidently deal with unhappy customers and develop a solution-centric approach to complaints.
What you'll get:
Courseware and Handouts
Live Recorded Session copy
Capped class sizes
eCertificate
This course is ideal for:

Ideal for team members at all levels who are wanting to develop their customer service and communication skills for working with internal and external customers.

For team leaders, supervisors and managers leading teams interacting with internal or external customers, we recommend the Leading Customer Service Teams course available at Leadership Directions.

Course Prerequisites

A working computer with a microphone and speaker installed.  No software needs to be installed before training session however, we require an up-to-date web browser. For the best experience we recommend downloading the latest Google Chrome browser.
 

Looking for in-house training?

Discover our Customer Service – Exceeding Expectations in-house training course. Can’t find what you are looking for?  Enquire for training today!

Topics covered in this training course:

Understand that each customer’s expectation is different

Discover the four actions your organisation needs to take

Understand what drives growth and profitability in a service business, and a fulfilled mission in the public and not-for-profit sectors

Recognise the moments that determine customer experience and satisfaction levels. This is when quality, as perceived by the client, is created.

There are two types of customer satisfaction – rational and emotional. Do you know which is the best for your business?

Understand four basic ways to meet your customers’ psychological needs

How to use these tools effectively to optimise customer service

Good communicators are able to make connections with diverse types of people

When we cannot deliver what people want or need, good customer service requires us to display empathy

Sometimes, customers don’t like being asked many questions. Explore easier ways to seek the information you need.

It is vital you are empowered to deal with complaints, as negative reports can swiftly lead to a bad reputation

    Reset options
- +

Need your training approved? Get a quote

Need your training approved? Get a quote