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Customer Service Training Course
Learn practical tools to improve your customer service!
Fun and engaging customer service training courses are delivered in Brisbane, Sydney, Melbourne, Canberra, Adelaide & Perth by pd training.
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OUTCOMES
Participants in this Customer service course will:
- Clarify what customer service mean in relation to all your customers - both internal and external.
- Recognize how your attitude affects your service standards.
- Learn ways to develop and maintain a positive customer-focused attitude.
- Develop needs analysis techniques to be able to better address customer needs.
- Learn outstanding customer service techniques to generate return business.
- Learn techniques to develop good will through in-person customer service.
- Understand and practice techniques for service excellence over the phone.
- Learn how to connect with customers online.
- Develop techniques to deal with difficult customers.
- Acquire tools to recover difficult customers.
- Understand when to escalate.
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Course Length:
1-day
Certificates:
Certificates of Completion are issued to each participant
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Why our clients choose us:
- Receive practical tools to take away with you.
- Be involved all day. There are about 20 activities each day (10 lessons with 1-3 activities per lesson).
- Realistic and relevant. We take the time to learn about you, then tailor the training to your needs.
Looking for death by Powerpoint? You will need to call another training company!
Some of our recent/current Customer Service clients:
- RNS Nursing
- Go Sushi Corporate Pty Ltd
- Caltex Energy WA
- MercyCare
- The Deaf Society of NSW
- Queensland Health
What our Customer Service clients are saying:
"This was hands-down the best "people-skills" training day I've ever attended. I expected the course would have been a little boring, but was pleasantly surprised by the content learned and Pat's energy and knowledge on making the course an enjoyable and invaluable day."
More happy clients »
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OUTLINE
Customer Service Training Course Outline
Download 
Foreword:
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with consistently exceptional service. In order to achieve this it is important to ask yourself some questions:
- Does your staff have the right skill sets to deliver exceptional customer service?
- Currently how do they develop good customer service skills?
- Is there a plan to continuously improve customer service?
- Is the voice of the customer given the necessary priority?
- Is there customer service satisfaction?
- Can they communicate and listen effectively to uncover the customer’s true needs?
- Do they understand the importance of internal customers?
Prospects are converted into customers by good sales techniques. But what converts new customers to repeat customers is customer satisfaction, which can only be achieved by exceptional customer service.
This Customer Service Training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.
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Customer Service Training Course - Lesson 1
Who we are and What we do
- Who are customers (internal/external)
- What is customer Service?
- Who are customer Service Providers?
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Customer Service Training Course - Lesson 6
Giving Customer Service over the Phone
- The advantages and disadvantages of telephone
communication
- Telephone etiquette
- Tips and tricks
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Customer Service Training Course - Lesson 2
Establishing your Attitude
- Appearance counts! (even if not in person)
- The power of the smile
- Staying energised
- Staying positive
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Customer Service Training Course - Lesson 7
Providing Electronic Customer Service
- The advantages and disadvantages of electronic communication
- Understanding netiquette
- Tips and tricks
- Examples: chat or e-mail
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Customer Service Training Course - Lesson 3
Identifying and Addressing their Needs
- Understanding the customer's problem
- Staying outside the box (not jumping to conclusions)
- Meeting basic needs
- Going the extra mile
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Customer Service Training Course - Lesson 8
Recovering Difficult Customers
- De-Escalating anger
- Establishing common ground
- Setting your limits
- Managing your own emotions
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Customer Service Training Course - Lesson 4
Generating Return Business
- Following up
- Addressing complaints
- Turning difficult customers around
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Customer Service Training Course - Lesson 9
Understanding when to Escalate
- Dealing with vulgarity
- Coping with insults
- Dealing with legal and physical threats
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Customer Service Training Course - Lesson 5
In-Person Customer Service
- Dealing with at-your-desk requests
- The advantages and disadvantages of in-person
communication
- Using body language to your advantage
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Customer Service Training Course - Lesson 10
Ten Things you can do to WOW every time!
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Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
| IN-HOUSE TRAINING |
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'your place or ours'
In-House Training courses are the best choice because they
- are tailored to your needs
- can be lower-cost per person (vs Public Classes)
- achieve better learning outcomes
- great for team building
You'll be surprised at the price - check now! |
Ph: 1300 121 400
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Tailored Delivery - standard
We will always tailor the delivery of your In-House Training course to ensure it is relevant to your team, and targeted at your learning goals. We can incorporate your company's examples and terminology to ensure you the training can be directly related back to your workplace. This is standard, and included in the price.
Your delivery options
We offer a range of different class types to suit your operational needs.
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The "1-hour Motivator" training sessions
These 60-90 minute sessions are highly motivating and thought provoking - ideal for those people who need to fit training in around a busy work schedule - great as an early morning kick-start or lunch time boost! Read more...
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The "3-hour Power" sessions
3-hour power sessions – are a great solution when you have very specific outcomes you are targeting, or scheduling the team to be off the job for a whole day is proving to be a challenge Read more...
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Full-day short courses
1-2 day short courses delivered with a unique focus on 80% activities 20% content – just the way learning should be!
Read more...
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Conferences and workshops
Do you want your conference to be memorable, fun, interactive and have a real highlight? pdtraining's dynamic trainers can add that flair, excitement and much much more!
Read more...
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1. We really listen
We take the time to understand your needs and goals
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2. Flexible delivery
We always tailor the course to suit your needs
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3. The best trainers
We only provide the best trainers and the best courseware
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Most importantly the participants 'love' pdtraining courses because our courses are:
- Practical - 20% theory:80% practical - everyone will be constantly involved and engaged.
- Very interactive - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
We believe you learn more when you're having fun!
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Q: Who else uses Professional Development Training?
A: Take a look at some of our recent clients
Q: Are they Happy?
A: This is what they say about us testimonials
 Questions?
Email:
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or
Phone: 1300 121 400
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The top 5 reasons participants 'love' pdtraining
- 20% theory:80% practical - everyone will be constantly involved and engaged.
- Lots of collaboration - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
Yes! this is the right choice for me! 
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Don't take our word for it: testimonials
Cost:
$495 inc gst per person
Length
1 - day high-energy class
Course venues:
Sydney
Level 1
111 Harrington Street
Sydney
NSW 2000
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Melbourne
123 Queen Street
Melbourne
VIC 3000
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Brisbane
Unit 11
121 Newmarket Road
Windsor Brisbane
QLD 4030
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Adelaide
International Visualisation Centre
19 Young Street
Adelaide
SA 5000
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Perth
Perron House
61 Kitchener Avenue
Victoria Park Perth
WA 6000
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Canberra
Manuka Oval
Manuka Circle
Canberra
ACT 2603
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 Times
Public classes start at 9.00am and finish around 4.30pm.
Class Size
Public classes will be a small relaxed group of between 4 and 12 people.
The small group helps ensure that everyone will gets a chance to ask questions and learn at their own pace.
What is provided?
All participants will be provided with morning tea, afternoon tea, printed bound courseware to keep and a Customer Service
Certificate of Completion. Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
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