Customer Service Skills

Customer service made simple...even when it’s hard

Learn to deliver outstanding customer service when it’s easy, and especially when it’s not. When a customer has a bad service experience, they tell 9–15 people. And in the age of social media, that news can spread like wildfire. Can your organization afford to have that “buzz” out there? Do you think customer service doesn’t matter if you don’t have competitors? Think again! When customers don’t have options, bad customer service experiences have an even more negative impact, leaving customers feeling more than just annoyed. They get downright angry, making it even more difficult for your front line service providers.

What you’ll learn

In this course you’ll learn easy ways to deliver exceptional service every day, and to deal effectively with customers who have problems or are upset. You’ll even learn strategies to keep customers happy when you or your organization makes a mistake. When your customers are happy and well cared for, serving them becomes a pleasure, and front line staff experience a less stressful work environment.

By the end of this course, you will:

  • Know the difference between your internal and external customers
  • Know what elements create positive experiences for customers
  • Be able to distinguish between core service and customer service, and know how they are linked
  • Show customers you care through tools such as passive listening, paraphrasing, agreement listening and a positive close
  • Recognize the six parts of behaviour and how they affect customer service
  • Know how to stay out of unproductive situations by keeping customers from “pushing your button”
  • Understand ways you might unknowingly create stress for your customer
  • Demonstrate and use expected courtesy rituals
  • Know how to diffuse customer emotions that get in the way of good service
  • Be able to recover effectively and build trust when you or your organization makes a mistake

Who should take this course?

This course is designed for anyone who serves internal or external customers. It is particularly useful for front line service providers who deal daily with customers, and who deal with customers who are demanding or challenging.

If you find dealing with challenging customers stressful, or find yourself wondering what to do when customers get annoyed, this course is for you.

Course outline
 

  • Why is customer service important?
  • Who is your customer: identifying internal and external customers
  • When have you received great customer service: identifying the elements that make service great
  • Giving customers what they expect is easier than you may think: the caring responses
  • Understanding the six parts of behaviours
  • How you impact the customer
  • Dealing with difficult customers: diffusing negative emotions
  • What to do when mistakes happen

Throughout the course we will learn and practice techniques using examples from your own work environment. Come prepared to learn, have fun, and find new strategies for customer service.