World Class Customer Service Skills Training Course
Formats⟩Live Virtual: 4 hrs./1 Day |In-Person: 6 hrs./1 Day
High-quality customer service is critical for success. Today, all employees are customer service representatives, and virtually everything you do affects the name and reputation of your organization. This course will teach you how to exceed your customers’ expectations. You will learn how to anticipate customer needs and make high-impact decisions that will keep your customers coming back for life.
Learning Objectives »
Develop customer focus
Evaluate behavior that helps and hinders service
Keep your customers first in mind
Create customer goodwill and loyalty
Apply communication and interaction strategies
Handle difficult customers professionally
Defuse anger and misunderstandings tactfully
Understand customer perceptions
Set yourself and your customers up for success
Apply strategies for developing lifetime customers
Format #2⟩Live Virtual: 4 hrs./day, 2 Days |In-Person: 6 hrs./day, 2 Days
Expanded training is available with added objectives, activities, and business scenarios.
Course Agenda
Customer Service Basics
Understanding the Big Picture
Customer Service Assessment
Keeping the Customer First
Customer Roles
Maintaining a Positive Attitude
Communicating with Customers
Communication Model
Effective Listening
Conveying Ideas with Confidence
Using Appropriate Language
Telephone Techniques
Email Etiquette
Persuasion Tactics
Customer Service Challenges
Saying “No”
Staying Within the Limits
Problem-Solving Techniques
Handling Difficult Customers
Defusing Anger
Resolving Conflict
Negotiating Win-Win Solutions
Advanced Customer Service
Customer Expectations
Customer Perception
Internal Customer Service
Developing Loyal Customers
World Class Customer Service Skills Training Course
Formats⟩Live Virtual: 4 hrs./1 Day |In-Person: 6 hrs./1 Day
High-quality customer service is critical for success. Today, all employees are customer service representatives, and virtually everything you do affects the name and reputation of your organization. This course will teach you how to exceed your customers’ expectations. You will learn how to anticipate customer needs and make high-impact decisions that will keep your customers coming back for life.
Learning Objectives »
Develop customer focus
Evaluate behavior that helps and hinders service
Keep your customers first in mind
Create customer goodwill and loyalty
Apply communication and interaction strategies
Handle difficult customers professionally
Defuse anger and misunderstandings tactfully
Understand customer perceptions
Set yourself and your customers up for success
Apply strategies for developing lifetime customers
Format #2⟩Live Virtual: 4 hrs./day, 2 Days |In-Person: 6 hrs./day, 2 Days
Expanded training is available with added objectives, activities, and business scenarios.
Course Agenda
Customer Service Basics
Understanding the Big Picture
Customer Service Assessment
Keeping the Customer First
Customer Roles
Maintaining a Positive Attitude
Communicating with Customers
Communication Model
Effective Listening
Conveying Ideas with Confidence
Using Appropriate Language
Telephone Techniques
Email Etiquette
Persuasion Tactics
Customer Service Challenges
Saying “No”
Staying Within the Limits
Problem-Solving Techniques
Handling Difficult Customers
Defusing Anger
Resolving Conflict
Negotiating Win-Win Solutions
Advanced Customer Service
Customer Expectations
Customer Perception
Internal Customer Service
Developing Loyal Customers
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