“Customer Service Basics” Training Outline

Telephone techniques to stand out

There are people who sound friendly in person but different over the phone. This section will discuss the telephone techniques to help your employees sound confident, approachable and friendly on the phone. Trainers will also highlight tone, questioning techniques, giving professional greetings, and many more.

Communication with verbal, vocal and visual

We will also help participants to know the basic forms of communication. We will cover a few interesting and effective tips to increase the participants’ communication skills. “People only hear what they want to hear” will also be discussed, and we will demonstrate how we can influence our speech.

The customer service life cycle

One must know the cycle of a customer in order for an employee to be able to know which stage the customer is in. Participants must be aware of the process of the customer service cycle so they can provide an effective solution for the customer’s needs.

How to WOW your customers

Would you like to be remembered as one that goes the extra mile just to leave the customer impressed? This section will help participants realize that making a customer say “WOW” is an easy thing to do as long as you have the necessary skills that should be practiced.

Body language tips to communicate better

In order to communicate more effectively, one must also use body language. This way, you could be able to convince your clients to buy what your company is selling. This section will help you understand the importance of body language and how to interpret other people’s body language to communicate the signal they are sending to us. This will help your team increase customer service levels.

Complaint handling

We face different challenges in our business every day. Sometimes, we also handle complaints from our customers. We will let participants share some of the complaints they have encountered, and we will share the 5 super complaint handling statements to solve customer complaints with ease.

Disarm angry customers

This section will share to participants the effective ways to deal with angry customers. We will train your team how to verbally disarm angry customers in a professional manner, and manage such situations with ease.

Exceed expectations

Unrealistic or extremely high expectations are not easy to meet. This training session will help you exceed expectations by using the over delivering technique and going the extra mile. This will be an easy method once learned by your employees.

Recognize that service delivery is an individual response value

We are responsible for the interactions we make with our clients. We will help participants recognize their role as professionals in providing excellent customer service that will impact their business in the future.

Understand how an individual’s behaviour impacts the behaviour of others

Behaviour has a great impact to another person. This section will help participants understand that the behaviour they will show to customers will affect their relationship with them.

Develop more confidence and skill as a problem-solver

We will help participants boost their confidence by providing some special tips. This way, your employees will be able to create great results by providing solutions to solve issues within their business or organisation.

Communicate more assertively and effectively

Having a good communication with customer can create good relationships between your business and clients. We will cover what your team needs such as additional skills in control, presentation, influence and negotiation. We will help your team recognize some communication areas then provide solutions for those areas of concern.

Make customer service a team approach

An effective team is a great asset to one’s company. Hence, we will educate participants about the relevant customer service skills they need to acquire in that particular industry that the business is in.