Customer Service Training
The Blackford Centre
Customer Service Training course contents syllabus
Customer Service Training Course Syllabus
Welcome. Introduction. What is customer service?
By the end of this course, you will be able to:
- State what customer service means in relation to all your customers
- Recognize how your attitude affects customer service
- Identify your customers' needs
- Use outstanding customer service to encourage return business
- Build good will through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers online
- Deal with difficult customers
Customer Service, What is it Exactly?
Customer service can be defined as any action you take to ensure the customer is happy.
Great customer service is the number one business essential.
Who Provides Customer Service in Your Organisation?
Delivering Great Customer Service - 10 Tips
What is a customer?
A customer is anyone who uses a service.
Who are our customers?
Exploring External Customers
- Take our products and services and pay for them
- Exist ‘outside’ the confines of our own organization
- Are open to approach from our competitors
- May not always be dependent upon us for products and services and may switch away to our competitors
Exploring Internal Customers
Internal customers include anyone in your organization who relies on you for services, resources, or information.
The Unbeatable Laws Of Customer Service
You need to understand your own emotions and feelings before you can deal with anyone else.
What makes you cross? Why is that?
How to rise above life’s irritations.
Why being nice to people is better than complaining about them.
How to create a positive mental attitude.
Great customer Service Begins With a Great Attitude
To provide great customer service, you need to put energy and enthusiasm into your interactions with customers. Great customer service begins with a great attitude.
Why smiling releases endorphins
It is essential that anyone in a customer-facing job approaches their day in a sensible, structured fashion, which allows them to get the most out of themselves even on those low energy days.
Customer Service is About Connecting
Customer service is about connecting. Whether we are talking about life in general or becoming a better customer service provider, there is power in positivity.
The Customer has needs
What Do Your Customers Want? What Do They Need?
The first step in improving customer service is to determine what customer's value in their interactions with your organisation. What do they want? What do they need?
Understand The Customer’s Situation
The more time you spend in a customer facing role, the more you will learn about the kinds of customer, and the different needs that they have.
To Judge or Not To Judge
Appearing impolite and almost trying to give the impression that you know the customer’s needs better than they themselves do is something that will lose you sales.
Every customer has certain needs that have to be met in order to feel that they can walk away from a transaction satisfied.
In order for a transaction to be successful, the customer must leave with their basic need satisfied.
Basic needs are those needs which are essential to the transaction, the customer’s reason for coming to the store in the first place.
Exceeding expectations. This Is What Will Set You Apart From Your Customers
Exceeding expectations plays a big part in establishing your competitive advantage simply because…it’s not necessary. It is what will set you apart from your competitors. The customer will remember the things you did for them that were completely unexpected, that another organization might not have done.
Four Sure-Fire Ways to Keep Your Customers Happy
How to Get Your Customers Saying ‘Wow’
In-Person Customer Service
Your Opportunity To Build Relationships
In-person interactions provide a great opportunity to build relationships with customers.
In Person - The Advantages And Disadvantages
Being able to look a customer in the eye and tell them that you will get to the bottom of their request or issue does enable a certain amount of satisfaction on the part of the customer that is not easy to achieve in any other way.
When you see someone you get more clues as to how they are feeling.
You can also interact with their documents, which is harder with email, chat and phone support.
The public these days is demanding and sometimes rude. Customer service agents have to live with this. Unlike email and phone staff, you can’t sigh and raise your eyes to heaven.
This puts more stress on face-to-face staff.
The Importance of Your Appearance
A lot of emphasis is put on individual appearance. To an extent this is regrettable, as it means that people are prepared to judge a book by its cover.
Make sure you look neat and tidy.
Face to face support staff should wear a uniform, so they can be easily identified by the public.
In Person - Your Body Speaks.
Body language is honest because it happens by accident. When you are speaking to someone, you are likely to be doing things with your body that you do not even realize you are doing.
Tips for body language.
If appropriate, and if the session is going to be long, or the purchase high value, ask the customer if they would like tea or coffee.
Customer Loyalty – The Key to Business Success
Phone based customer service
The Advantages And Disadvantages
Without body language, you only have tone and inflection to transmit, confidence to the customer. Practicing a reassuring tone in your voice with go a long way when communicating with your customer.
Over the Phone Tips and Tricks
Body Language Is not relevant
As soon as you pick up the phone, body language becomes irrelevant. The success of your interactions depends almost entirely on your tone of voice and your choice of words.
How to Get The Best Out Of Your Phone
Communicating Effectively Via Email
A growing number of customer interactions are taking place via email. But email interactions have limitations. To provide excellent customer service via email, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
Email: Advantages & Disadvantages
In absence of body language, a telephone conversation leaves us relying on the inflection in our voice to give the correct interpretation to the words, in email, we don’t even have that inflection to rely on. But there are still advantages to email.
Email: Tips & Tricks
When we speak out loud, our words have an inflection, they are absorbed by the listener, and then we move on. In an e-mail, it stays there on the page and can be read into a number of different ways.
Email Tips & Tricks List
Some additional email tips and tricks
When software can help or hinder.
Chat based support
Help desk software
Improving Customer Service Through Help Desk Software
The Best Help Desks On The Internet
Why does every company need a CRM (Customer Relationship Management)?
When you can’t deliver what the customer wants
Sometimes, due to the limitations of your job, a customer will present you with a request that you simply cannot deliver on. They may well become insistent on the subject.
Dealing with this as a customer service provider is difficult, but it is one of those challenges that marks you out as a professional.
One of your biggest opportunities for success No business, no matter how big or small, likes to have customers complain about the service they have received or the product they have bought.
Mistakes happen in life and in business, and so much of what we are about is shown by how we deal with the consequences of these mistakes. There-in lies your opportunity!
Difficult customers - what to do.
In some situations customers can become abusive. It may be about a complaint, the customer may be having a bad day, or may just be a rude and aggressive person.
5 Simple Tips For Dealing With Nasty Customers
How to recover difficult customers
One of the hardest challenges customer service staff face is dealing with difficult customers. Sometimes customers have a legitimate reason to be upset and sometimes they don’t. In either case, customer service staff needs to be prepared for dealing with difficult customers and finding ways to win them back.
6 Tips for Keeping Your Cool When Customers Get Hot
"I can tell this is obviously a matter of some importance to you – I’d like to do what I can to help you”.
Find Common Ground
When your job entails dealing with customers, it is inevitable that from time to time some of those with whom you deal will be dissatisfied and in something of a mood.
Your job is to ensure that the issues are dealt with promptly and efficiently.
Put Your Angry Customer at Ease
There may be times a customer will come to you with a problem that you cannot solve. You will be the one that will have to tell them.
In these cases it can be difficult to get your point across in a way that leaves the customer satisfied and seeing your point of view – but it is important to at least try.
Managing Your Own Emotions
When dealing with a customer who is angry, it can sometimes be difficult to maintain your own composure in the face of their protests.
Your job as a customer service provider is to try and solve their problem and to avoid getting agitated yourself. However, the fact is that we are all human and we all have our limits.
Keeping Your Cool When The Customer Gets Hot
When and why to escalate
Understanding When To Escalate
Providing great customer service does not mean that you have to put up with threats, intimidation, or vulgar language from customers. If customers are out of control, you need to take over the situation and protect yourself, staff and other customers.
I Swear - Dealing With Vulgarity
There may be times when people will resort to such expressions of anger, and as a customer service provider it is up to you to decide what you will allow and what you won’t.
Insults are never nice to hear, embarrassing and always uncalled for.
Dealing With Legal And Physical Threats
Physical and verbal assault are both illegal and should be treated seriously.
For Employers - Your Policy
As an employer, you have a responsibility to have policy in place to protect and guide your employees in dealing with difficult and perhaps dangerous customers.
Creating return customers
This is the corner stone to customer retention
Why is a relationship with your customers so important? Because customer retention is the key to business success.
The importance of small talk.
Following up: this is the beginning - not the end
Any customer who feels that they have been given exemplary service will be like a walking billboard or a cheerleader for your company. This is something that many companies fail to keep in mind, and it costs them money in the long run.
Conclusion. Resources. Next steps.
Useful books on customer service
Useful resources and websites
an advisor on