About This Training Course

The Extraordinary Customer Service Courseis one of the most important things that will differentiate your business from your competition. In order for a business to grow, it is essential to develop a strong customer-focused culture.

Subjects Covered

This Extraordinary Customer Service Training Course students will cover:

Key Topics
• Confidently work one-on-one with all types of customers
• Build rapport, uncover needs, listen, clarify, explain, and manage conversational flow
• Handle complaints, difficult customers, conflicts, negotiations, and challenging situations
• Avoid misunderstandings, manage expectations, and take responsibility
• Surpass expectations, go the extra mile, delight customers, and build longterm loyalty

Understanding Customers
• Values - customer values, value to your business
• Needs - what you need to do to satisfy this customer
• Wants - respect, fairness, friendliness, knowledge, confidence

Showing you Care
• What is service – Every customer is Number One
• Attitude
• Communication
• Voice, tone and speech
• Language - Choice of words
• Actions and body language
• Telephone styles

Dealing with Customers
• Opening the customer service calls
• Questioning to determine callers' needs
• Honing your listening skills - Active listening
• Confirm your understanding
• Putting It All Together
• Closing customer service calls or meetings

Follow up Actions
• Responding Customer Requests
• Tell the customer what to expect
• Give 'Em What They Want
• Confirm customer satisfaction
• Uncovering additional opportunities
• Dealing with Difficult People and Situations
• Keep Your Cool, Lose Your Pride
• Maintaining your poise with challenging calls
• Preventing challenges from escalating
• Dealing with upset callers
• Calling for Reinforcements – Asking for help
• Put It in Perspective
• Bouncing back from challenging calls

Understanding Different Personality Types
• Identifying different personality types
• Altering your behaviour to your customer

Training Course Outcomes

At the end of this Extraordinary Customer Service Training Course participants will develop a strong customer-focused mind frame.

Prerequisites

None.

Other Information

If you need more information contact Startnextweek.com.au on 1300 728 102