Course Title: INTRODUCTION TO CUSTOMER SERVICE SKILLS

Summary: "Introduction to Customer Service Skills" gives participants the skills necessary to add value to the business via effective customer service techniques
Audience: If customer service and satisfaction is vital to the success of your organisation, then this course is a must for any staff member who has face-to-face, or telephone contact with customers.
Duration: 25 hours
Course Outcomes:
Appreciate the importance that first impressions have on customers Ability to identify your customers Understand the role of the telephone as a customer service tool Communicating customers’ messages effectively to colleagues Simple and effective written communications Efficiently gather client information
Course Content:
Image and Presentation - The Company's and Yours Understand the importance of creating a positive and professional first impression on phone callers and visitors Discuss personal presentation and grooming, as well as maintaining a professional image for the reception area
Who Is My Customer?
Identifying ALL of your customers
Communication Skills
Understand the benefits of asking questions in providing customer service Investigate a variety of questioning styles to achieve specific outcomes Employ paraphrasing skills to ensure accuracy of understanding Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues Identify behaviours for building rapport.
Telephone Techniques
Investigate and refine techniques for greeting and transferring callers, and putting people on hold Discuss how to take messages, and what information is necessary for maximum effectiveness Utilise guidelines for general telephone etiquette Identify effective methods of deflecting sales and marketing phone calls, balancing courtesy and assertiveness.
Generating Customer Loyalty
Understand it takes more than 'satisfaction' to generate customer loyalty Realise the impact of word-of-mouth communication by dissatisfied and delighted customers Consider the distinction between 'service process' and 'service outcome', including tips on improving the customer's experience of both What is your business good at? How can you tell your customers? Consider the effects of meeting (and exceeding) customer expectations Learn techniques for responding to customers' complaints, upset or anger, to ensure a positive outcome for the customer, and for you Recognise what is required for the perception of service excellence.
Time Management
Adopt a practical process for managing appointments and tasks in a systematic and consistent way.