Customer Service Fundamentals

Customer Service Fundamentals

A Comprehensive Training Course

Course Overview

Did you ever wonder why some people have the natural knack for turning an irate customer into a raving advocate yet others just seem to bang a lid on it every chance they get? What if I said that stellar customer service isn't a gift, it's a skill, and one that you can learn?

Gone are the days when good customer service meant good ole' fashion "smile and dial." This all encompassing course explores the challenges real frontline staff from across the country face, from dealing with angry customers who have been bounced between teams, to managing your own stress while being professional under pressure.

This isn't simply about memorising corporate scripts or pretending there aren't problems. We go deep into the psychology of customer service and introduce you to the real life tested techniques that gets results in real high pressure scenarios. Whether you support clients in person, over the phone, or through digital or teleconference tools, you'll gain the confidence and skills to turn difficult conversations into positive results.

The course will integrate practical models and actual case studies in a way that participants can apply the course material currently, and give the slides primacy. We concentrate on creating rapport, empathy for the customer, and grit when the going gets tough.

Learning Outcomes

After completing this course, participants will be able to:

Model enhanced active listening skills that reveal underlying customer issues/needs.

Use de escalation techniques to overcome challenging customer circumstances.

Apply principles of emotional intelligence to interpret customer emotions and respond effectively

Put in place dispute resolution systems that turn a complaint into a bond creating vehicle

Create clear lines between the professionalism and the helpful, accommodating service attitude

Create some self resilience techniques to help you deal with stress and stay calm in challenging conversations

Develop follow up plans that show you care and will ensure the issue is resolved

What You Will Learn

Module 1: Understanding Customer Psychology

Why do people really get mad, and what are they really asking for when they complain? You will learn the emotional reasons that drive the customer's behaviour and how to recognise the distinction between what the customers say and what they really want.

Module 2: Advanced Communication Techniques

Learn the science of active listening that is more than just nodding and note taking. Discover questioning best practices to make your customers feel listened to and give you the insights to resolve their problems.

Module 3: De escalation and Conflict Resolution

Create an arsenal of best practices for handling actually mad customers. Use real life scenarios that Australian business find themselves in, from retail disputes to service frustrations.

Module 4: Creating Trust and Rapport

Learn how to build rapport fast, even with difficult clients. Learn the linguistic patterns and behaviours for confidence and the show of competency.

Module 5: How To Deal With Your Own Emotional Response

Discover how to keep calm and get your focus when dealing with difficult customer personalities who are stressed, frustrated or pushy. Establish my own resilience strategies, to avoid burnout and maintain job satisfaction.

Module 6: How to Get It Up Problems to Possibilities

Discover how superior service recovery can help build better relationships with customers than no problem at all. Know the psychology of service recovery and when to go above and beyond.

Module 7: Setting Boundaries Professionally

Learn the art of saying "no" without disappointing the customer. Find out how to deal with unattainable roles and teach clients about policy without poisoning the well.

Module 8: Follow up and Quality Improvement

Create processes to be confirmed on to resolve customer issues. Follow our tips for collecting feedback and how to leverage customer interactions to refine your service deliverables.

Course Delivery

Training Length: 2 days (consecutive) or 4 half days Format: Instructor led workshop with hands on exercises Materials Provided: A participant workbook and quick reference cards. Online tools: Access to additional resources Assessment and Certification: In course scenario assessments Approximate duration 12 hours (including training, breaks, dvd practice and course assessment)

Concluding Remarks

Great customer service isn't about being perfect, it's about being real, skilled, and persistent. This training is an arsenal of pragmatic tools in your endeavour of making your job easier, and the best experience for ALL CUSTOMERS you deal with.

You will walk out of the session equipped to put the new tools and skills to use, gain a better handle on dealing with challenging situations and understand how excellent customer service directly impacts both your job satisfaction and Business success. Most importantly, you're going to learn how to do business better, how to connect, in a real, meaningful way, not just with customers, but in everything you do, and with everyone you meet.

Investing in these basic skills is something that will continually ripple throughout your career, no matter what industry or role you go on to have. When you are able to transform difficult conversations into productive ones, you are a person that is indispensable to any Company.

Now you can get the non verbal customer service tips that you need, from our 3 most popular customer service courses, available in Melbourne, Perth and Online.