Customer Service Fundamentals Training

Details of the Customer Service Fundamentals Training Course

Opening Thoughts

What if I told you the deciding factor for whether a Customer never comes back, or is transformed into your greatest advocate frequently hinges on a single conversation? What distinguishes the employees who live in terror of the tough blowups from the ones who even relish solving them?

After working with businesses around Australia from busy cafes in Melbourne's laneways to mining sites in WA I've seen for myself how simply practising good customer service principles can have an impact not only on customer relationships but on the entire culture of an Organisation.

Course Overview

This thorough Customer Service Fundamentals Training is for the people who know that excellence in customer service comes down to a mix of understanding and attitude. Things you learn in this book won't make you sound polished or manipulative (we all heard this enough from other text) but will endow you with true skills in human interaction, problem solving or relationship building.

The training is a mix of evidence based communication skills training and hands on experience. They're skills that transcend customer conversations and that create value amongst staff during leadership, team, or personal communications opportunities.

Using hands on workshops, role playing and discussions, law enforcement officers and practitioners will learn how to tackle everything from the common phone call to a challenging, emotional situation through communication training. It's still all about sincerity (not service).

Learning Outcomes

At the conclusion of this program, delegates will be able to:

Core Competencies:

Show active listening methods to make customers feel really listened to and appreciated

Try to use de escalation techniques to turn a potentially bad situation into a good outcome

Discover deeper customer needs that lead to such requests or complaints

Apply systematic methodologies to solve complex customer issues

Keep a businesslike air, don't lose your cool on those having tough customers compiled with some stubborn staff for him to handle.

Advanced Skills:

Quickly develop genuine connection with varying customer personality types and communication styles.

Establishing and managing customer expectations effectively through clear communication and engagement within a positive and constructive relationship

Employ follow up tactics that enhance continued customer loyalty.

Combine CRM based methodologies with personal interaction techniques

Learn resilience and stress relief strategies for customer facing positions through stress management training

What You Will Learn

Module 1: Understanding Customer Psychology

the difference what customers tell us they need and what they actually do need

Emotional motivators of complaints and customer behaviour

Cross cultural competences in an Australian business environment

Module 2: Advanced Communication Techniques

Active listening beyond basic acknowledgment

Non verbal communication that builds trust

Language that is relaxing by nature.

Module 3: Problem Solving Frameworks

Lessons from history on the challenge of complex customer problems

Creative ideas within the box of policy

If and when to step up properly

Module 4: Relationship Management

Forming meaningful relationships with small interactions

Follow up tactics that add value (rather than irritation)

Turning gripes into opportunities for more engagement

Module 5 You and Your Sustainable Development: Being Resilient and Growth Oriented

Self regulating your emotions at those moments of pressure

Stress reduction tips for jobs dealing with customers

From customer service to career growth

Module 6: Technology Integration

Striking a balance between digital tools and human connection

Customer relationship management system optimisation

Leveraging technology not in place of but in service to personalisation

Training Methodology

This hands on program utilises:

Group discussions/discussions amongst the learners based on learners' experiences

Stimulating role plays involving relevant Australian business scenarios

Peer learning and feedback sessions

Individual reflection and goal setting exercises

Case study data from varying industry backgrounds

Location and Format

In Melbourne with both face to face and hybrid options. The TIP program is structured for multiple learning styles and work schedules, yet ensures the interactive elements are integral to learning skills.

Concluding Remarks

There is so much more to the basics of customer service than simply processing transactions fundamentally it is about creating a thoughtful and sincere human connection that is good for everyone. Because if you become proficient at these skills, then you aren't just providing more effective resolutions to your customers' issues you're building a foundation for professional success that lasts the length of your career.

It is based on the fact that great customer service professionals are people who have developed an understanding of what it means to truly serve their customers and a sense of where and how they can be of help. Through focusing on a sincere and dynamic connection, and not on what to say, individuals will learn that excellent customer service is more attainable, and ultimately, far more rewarding than they may have otherwise assumed.

The end goal is not just customer satisfaction, it's generating interactions that are so positive that your customers actually decide to come back, maybe become repeat customers, and refer other people to your service. In the current competitive landscape, that level of loyalty isn't just nice to have it's required to survive and thrive.

Length of course: 2 days full on or 4 half days

Maximum class size: 16 for more interaction and personal feedback