Excellent customer service skills
Full day
This workshop provides a range of practical techniques that build on their existing skills.
The techniques enable staff to control their own behaviour, ask the right questions and explain policies in an office, on the phone or in the field.
The basics of excellent service
- The basics: greeting people early, doing more than asked and taking responsibility
- What is the difference between OK and truly excellent service?
- How to set customer expectations at a level you know you can exceed
- Presenting a professional first impression
Communicating confidently
- When do you feel uncomfortable or unsure with customers
- The classic negative words that undermine your credibility in the customer’s eyes
- The simple words that always make you sound confident
- How to use eye contact and body language to look confident when you feel insecure
- The key to sounding interested and involved on the phone
- Taking complete messages and transferring phone calls professionally
Identifying customer needs
- How to ask the right mix of open questions to uncover underlying issues
- How to use closed questions to politely keep talkative clients focused on the issues
Resolving problems
- Why do customers get upset over seemingly minor issues?
- How to acknowledge a customer’s complaint, even if you don’t agree
- How to explain complex policies in plain English
- How to use benefits to explain policies that customers don’t like
- Participants develop benefits for typical policies e.g. You can’t have access to that area…
Giving ‘bad news’ with empathy and respect
Sometimes policies or resources prevent you meeting a customer’s request. This session provides a proven way to phrase this ‘bad news’ respectfully.
- How to acknowledge a customer’s point of view without patronising them
- How to explain the rationale for a policy without getting bogged down in detail
- Suggesting alternatives to politely move the discussion to a satisfactory conclusion
Course Details
Start: 21 March 2012
End: 21 March 2012
Price: $295 per person
Discount Price: $285 per person*
Start: 20 November 2012
End: 20 November 2012
Price: $295 per person
Discount Price: $285 per person*
* Discount applies when registering 3 or more people in one transaction.
Who is developing their potential?
"Facilitator was engaging and interesting and managed to keep participants there mentally. Excellent course."
Jaime Carragher - NSW Dept of Planning
Meet Your Trainers
Karen Clark
An expert in management, assertiveness and customer service training, Karen has worked with major organisations both here and in the UK... read more
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