Customer Service Skills Training

The Power to deliver Exceptional Customer Service & Manage Customers Expectations

Course Overview

Service is about the person; not just a solution to a problem.

If you are not servicing the customer you better be servicing someone who is! That powerful statement saved a car company from extinction. In this course we look at the importance of delivering exceptional service to both Internal and External Customers whilst managing expectations.

Target Audience

This course is designed for anyone who requires the skills to deliver exceptional customer service both over the phone and in person.

Key Skills Gained

You will leave this course with new skills including learning how to:

• Get agreement with customers about their expectations so you are both of the same understanding
• Ask structured questions to uncover hidden details and confirm understanding
• Manage an unrealistic expectation using a process of definitive language and question skills
• Connect with customers on a personal level not a solutions focused level
• Identify where customer service usually fails
• Follow a process to ensure all facets of service are completed
• Increase your listening skills for both clarity and empathy (without saying 'I understand')
• Use the customers terminology, not your own
• Develop patience and composure in stressful interactions
• Continually improve your levels of service through periodic self revue
• Apply the knowledge gained to your own specific customer interactions

Course Materials

Your course materials have been developed by Guy Newman and are designed to boost learning retention, helping to get the most out of every classroom experience. Guy has over 20 years experience as a Trainer, Facilitator, Olympian, Key Note Speaker, Performer and successful Businessman.

Your Trainer

All Professional Development trainers at Power Cloud will impart a wealth of knowledge and energy to ensure this is one of the most rewarding training experience you have ever encountered.