Online and DVD Customer Service Training Courses

In a climate where so many products and services are similar to each other – where margins are getting tighter and competition more intense – it’s impossible to exaggerate the importance of excellent customer service. It is often the only difference between one organisation and another.

Preparing to be Outstanding helps participants understand their role in this critical business function of customer care. It helps them to differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence. It will also show the value of their customers and the long term benefits of providing excellent customer service.

COURSE TOPICS

Module 1 (39 mins) Why Customer Service Always Matters
Customer Service is Important
Good versus Outstanding Service
Who is your Customer?

Module 2 (23 mins) Knowledge and Attitude
Knowing your Business
Attitude!

KEY LEARNING OUTCOMES

Once students have completed this programme, they will understand how to increase sales and customer loyalty by being an outstanding customer service professional. Specifically they will be able to:

• Show that they know the value of their customers and will know the long term benefits of providing excellent customer service.
• Differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence.
• Analyse who their customers are - internal, external and potential.
• Describe facts, features and benefits of products, promotions and business systems – and will have analysed competitive offerings.
• Understand how a ‘customer first’ attitude is a crucial competitive edge – and know how to keep it sharp.

SPECIAL FEATURES

Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe analyse and evaluate different customer service and sales scenarios.

WORKSHOP SESSIONS

Introduction Session
This session introduces the workshop day and gives the participants the opportunity to get to know each other and become familiar with what they’ll cover.

Part 1

Why Customer Service Always Matters
This session explores the role of customer service in business success; the lifetime value of the customer and the value of the participant to the organisation; the skills and qualities needed to deliver outstanding service and finally the organisation’s service chain.

Part 2

Knowledge and Attitude: Knowing your Business
This session explores the knowledge of the business that participants need to deliver outstanding customer service. It allows participants to explore the specifics of their products and services, business systems, policies and competitors.

Knowledge and Attitude: Attitude!
This session helps participants better understand how attitude is crucial to delivering outstanding customer service. It’s based on a virtually ‘no-win’ role play where positive attitude is the participant’s ‘secret weapon’ in handling all parties. The objective is to get a more visceral insight into the importance of a customer first and positive attitude.