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 'Customer Service Skills'

One-Day Workshop

Course Outline

People involved in communicating with customers will find this workshop enhances their skills and confidence in handling customer interactions.

The workshop will enable participants to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaints handling, and generating greater customer satisfaction and loyalty.

The 'Customer Service Skills' course is ideal for people in the following roles: Reception, Front Desk, Customer Service, Help Desk, Phone Support, Accounts, Office Support Staff, PAs, Recruitment Consultants, Resourcers and Candidate Care Personnel.

Course Content

Communication Skills

  • Discover the importance of creating a positive and professional first impression on phone callers and visitors.

  • Discuss personal presentation and body language. 

  • Consider the importance of vocal skills, and how to improve them.

  • Identify Best Practice techniques for greeting visitors.

  • Understand the benefits of asking questions in providing customer service.

  • Investigate a variety of questioning styles to achieve specific outcomes, including open, closed, theoretical, reflective and 'alternatives' questions.

  • 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.

Generating Customer Loyalty

  • Understand the crucial role quality customer service plays in ensuring the company's commercial success.

  • Realise the impact of word of mouth communication by dissatisfied and delighted customers - the dangers and the opportunity for our business.

  • Consider the 'long-term value' of the customer, and therefore the cost of poor customer service.  

  • Understand it takes more than 'satisfaction' to generate customer loyalty.

  • Consider the distinction between 'service process' and 'service outcome', including tips on improving the customer's experience of both.

  • Identify the 'Impression Points' of your business, and how to enhance them.

  • 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.

Copyright © 2000-2024 Barbara Hoadley

Course Schedule

The next 'Customer Service Skills' workshop will be held in Sydney. Date to be confirmed. Expressions of interest welcomed. 

This training will be held at a venue in Sydney CBD (address details provided upon booking).   

$400 per person plus GST. Multiple attendee discounts apply.

Group size for Public Courses limited to 8 participants.

This workshop is also available as in-house training. 

Please contact me for more information.

Quotes from Participants.....

'It had a sense of fun, and  a great deal of knowledge was imparted.'

'Great to draw on your real experiences -- very informative and relevant.'

'Lots of stories and examples to back up points and see things from a different perspective.'

'I feel more confident to deal with upset or angry callers now.'