Axio Development

Customer Service Skills Training Course

Course Overview

This customer service skills training course enables you and your team to deliver consistent world class customer service at every customer interaction. Meet customer expectations, defuse difficult situations and positively impact the customer experience.

This course is ideal for all staff who deliver internal and external customer service, and customer service teams in general. The majority of participants attending are in customer facing or customer support roles, who want to develop their customer service skills and behaviours and improve their impact on the customer experience.

We also have wide experience of developing and delivering bespoke courses in customer services, as well as longer term programmes to meet specific organisational goals and service standards. Our customer service training is designed so that it focusses on the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email and social media.

Defining customer service

  • What does world class customer service look like, sound and feel like?
  • Sharing experiences of good and bad service – what happened
  • What we can learn from these examples
  • Defining Service Standards
  • Roles and responsibility
  • Putting yourself into your customers’ shoes
  • Individual and team exercises

Initial handling of customer enquiries

  • Creating lasting first impressions
  • Building and maintaining rapport
  • Barriers to effective communication
  • Communicating in a way that controls interactions with the customer
  • Using positive language and tone of voice
  • Meeting customer expectations

Professional Telephone Skills

  • The challenges with the telephone
  • Best practice telephone etiquette
  • Structuring professional telephone conversations

Establishing customer needs

  • Demonstrating empathy – exploring options and alternatives
  • More effective questioning and listening
  • Effective note taking
  • Identifying challenging customer requests
  • Responding assertively

Customer complaints – building self-awareness and resilience

  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • The use of colleagues to resolve customer service issue
  • Turning complaints into opportunities
  • Defusing difficult situations

Complaint handling practice

  • Complaint handling practice sessions with feedback

Professional Written Communication

  • Persuasive writing skills
  • Structuring written communications
  • Attention to detail
  • Use of positive words and phrases

Building customer relationships

  • Influencing customer loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed expectations
  • Follow up and regular customer contact

Applying the learning and next steps

  • Review of learning and action planning
  • Course feedback

The customer service training will be supported with:

  • A participant pre-course questionnaire to assess current skill levels and experience
  • A colour printed workbook with tips, techniques and space for personal notes

This course is suitable for:

  • All customer facing colleagues

Download you free Milestones self assessment worksheet here: Milestones to Success – Customer Service Skills

Would you like to find out more?

Questions about the Customer Skills Training Course

Good customer service means having a thorough knowledge of your organisation, experience with your products and services, and being able to support and help customers make the best choices for them. Excellent customer service also involves meeting and surpassing expectations, showing the customer how important he or she is to you and the business by interacting with them in a friendly, helpful and professional way.

For staff:

Increased motivation and engagement

Good customer service impacts on the success of an organisation and this can be used to motivate and engage members of staff. Show employees that you care about their development and career progress – they will be inspired to help the customer in any way they can.

Improved knowledge and skills

When it comes to customer service, areas such as enhancing communication, the importance of listening to the customer and problem-solving approaches are all key skills in customer service.

Boost confidence

Confidence is an important trait for customer service. If an employee doesn’t have faith in their ability to handle a complaint or conviction when conveying the benefits of a product, then customers won’t either and they will consider competitors.

For the customer:

Increase customer satisfaction

The whole purpose of customer service training is to improve satisfaction for valuable customers and clients. This in turn will lead to the customer feeling appreciated, respected and valued.

Improve purchasing options

Customers have a wide variety of other purchasing options to choose from. By championing customer service, they will be more inclined to pick you above other providers. By always concentrating on customer service, you give customers yet another reason to do business with you.

Boost chances of loyalty

Do not underestimate the importance of customer loyalty.  When you do everything you can to improve the overall experience of dealing with your organisation, customers will want to do business with you time and time again. This will enable you to build up a loyal group of customers.

For the business:

Increased turnover and profit

With a confident and professional customer service team, business will undoubtedly increase.  You will achieve higher retention levels, acquire new customers, reduce employee turnover, and boost bottom-line results. As the business improves its ability to serve, then customers will be more satisfied and more loyal, leading to an increase in profit.

Improve reputation and standing

Word-of-mouth can seriously hurt an organisation’s reputation, but it can also improve it too. Deliver a professional, satisfying experience through well trained, motivated and knowledgeable staff and your customers are sure to pass on favourable recommendations and reviews.

Boost uniqueness and individuality

If you don’t want to compete with low prices being offered by competitors, it is possible to better position your more expensive products with an improved customer service experience. Providing the best customer service around can enable your business to stand out from rivals in your sector.

By the end of this course, participants will have:

  • Adopted a consistent, professional style when speaking and dealing with customers
  • Developed skills and practiced techniques for interacting with customers andhandling their enquiries effectively
  • Developed more professional listening, questioning and summarising skills torespond fully to a customer request
  • Identified ways they can add value to customer relationships and exceedexpectations
  • Practiced how to turn a disappointing customer experience into a positiveopportunity for the business

If you already have some experience within a customer service role, either with internal or external customers, and need to develop your skills further, then this course is for you.

This is a one day course 

Still have questions?

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Further information about Customer Service training

What should be included

  • Defining Service Standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Communicating effectively with the customer
  • Determining customer expectations
  • Effective use of the telephone
  • Effective questioning and listening
  • Responding effectively to customer complaints
  • Turning complaints into opportunities
  • Use of positive language
  • Identifying ways to add value and exceed expectations

How to run Customer Service training

Customer service training should be a combination of skills and practice development sessions and on the job experience. Here is a short guide to setting up a customer service training programme:

1.        Develop the teams ‘emotional intelligence’

Your customer service team is going to be dealing with a variety of customer and their problems. Often these can be issues that they wouldn’t quite see as problems themselves. Being able to patiently listen, understand someone else’s problem, and empathise is at the heart of good customer service.

2.        Ensure good communication skills

Customer service training should teach new and improved communication techniques. Included in this should be the ability to listen effectively and to take control of situations so that the customer gets the best experience possible from your organisation.

3.        Develop resourcefulness

Resourcefulness is the difference between responding to a problem with “I don’t know” and “I will find out and get this sorted for you”. Problem-solving skills, initiative, and creativity are some of the competencies that align with resourcefulness. These skills can be cultivated through good customer service training.

4.        Develop passion for the job in your people

While passion isn’t a skill, it is a fundamental part of going the extra miule in customer service. Providing service that exceeds your customers’ expectations and turns them into champions for your business, involves developing an excitement and passion for the success of both the company and the customer.

5.        Determine what your customers want and expect

Knowing clearly what your customers want is vital. Having processes and channels to gather this information is central to constantly improving the service your company offers. Then you must constantly update your team on this and train for new skills as necessary.

 

 

Still have questions?

Request a call-back

Fill in the form to the right and we’ll call you back to answer your questions.