Introduction to
Customer Service

Overview

Be inspired to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer service relationships.

This practical course will provide you and your organisation with an overview of the best practice skills required to exceed your customers’ expectations. You will have the opportunity to observe and practise live customer handling skills and leave the course with a personal action plan for delighting customers, both internal and external.
This is an introductory course for frontline staff, with little or no formal training, who are in direct contact with either internal or external customers, and are required to manage a range of customer expectations.

Objectives

• Examine the effects of good and bad customer service on customer loyalty.
• Investigate your personal impact on customers.
• Manage customer expectations and demands effectively.

Deliver a first class customer experience within a range of different situations.

• Recognise how a change in your behaviour can increase customer loyalty.

Course Outline

Customer-centric Focus

• Finding out what your customers want and need
• Putting customer needs first
• Making the customer feel special and valued

The Customised Service Experience

• What does ‘customer excellence’ really look like?
• Putting it to the test
• Feedback and review

Understanding your Personal Impact

What impression do you create?

• Positive words, tone and body language

Establishing rapport

Understanding Customer Requirements

• Identifying the customer’s real problem(s)
• Asking the right questions – TED technique
• Showing real empathy – ensuring the customer feels listened to

Remaining Calm Under Pressure

• Extremes of behaviour – aggressive, sociable, cautious
• Understanding behavioural change
• What to say or do – what not to say or do