Customer Service Training Course

The customer service market requires their employees to have a list of soft skills. Whether you interact with your customers on the phone, in person, or via online chat or email, it is extremely important to relate with them on a human level. Customers must feel like they are interacting with a customer service representative who genuinely cares for them and wants to solve their problems.

This Customer Service Skills workshop is ideal for anyone who would like to gain a strong grasp and improve their Customer Service Skills.

The ideal group size for this Customer Service Skills course is:

The duration of this Customer Service Skills workshop is 2 full days. Knowles Training Institute will also be able to contextualised this workshop according to different durations; 3 full days, 1 day, half day, 90 minutes and 60 minutes.

Below is the list of course benefits of our Customer Service Skills course

• Improved customer service skills
• Higher customer service representative motivation
• Higher customer service representative engagement
• Higher customer service representative self-confidence
• Increase in customer satisfaction
• Enhance the company’s brand image
• Increase the company’s profits

Below is the course objectives for Customer Service Skills course

• Understanding Active Listening
• List the 5 Ways to Build Rapport
• Understand The Keys to Empathy
• Identify and Address Customer’s Needs Immediately
• Handle & Recover Difficult Customers
• State the Steps in Generating Return Business from Customers
• Establishing Your Confident Self
• Explain How to Develop Authority
• Understand Adaptability & Flexibility
• Explain The Essential Teamwork Skills
• Understand Stress Management & Stress Reduction Skills
• Mastering the Art of Conversation
• List The Top 10 Customer Service Tips

Below is the course content Customer Service Skills training course

DAY 1

Customer Service Skill Module One: Active Listening

• Attunement
• Don’t Jump to Conclusions
• Shift your Focus
• Don’t Discount Feelings
• Case Study

Customer Service Skill Module Two: Building Rapport

• Take the High Road
• Forget About Yourself
• Remembering People
• Reading Your Customer’s Body Language
• Ask Good Questions
• Case Study

Customer Service Skill Module Three: The Keys to Empathy

• Listening and Paying Attention
• Don’t Judge
• Shift Your View
• Don’t Show Fake Emotions
• Case Study

Customer Service Skill Module Four: Identifying and Addressing Their Needs

• Understanding the Customer”s Problem
• Staying Outside the Box
• Meeting Basic Needs
• Anticipating Customer’s Needs
• Going the Extra Mile

Customer Service Skill Module Five: Handling & Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions
• Why are Some Customers Difficult?
• Dealing with the Customer Over the Phone
• Dealing with the Customer In Person
• Sensitivity in Dealing with Customers
• Scenarios of Dealing with a Difficult Customer
• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats
• The Art of Apologising

Customer Service Skill Module Six: Generating Return Business

• The Importance of Following Up
• Give Respect & Trust
• Always Keep Your Cool

Customer Service Skill Module Seven: Establishing Your Confident Self

• Looking The Part
• First Impressions Count!
• The Power of a Smile
• The Power of Body Language
• Sounding The Part
• Staying Energized
• Creating Positive Self-Talk

DAY 2 

Customer Service Skill Module Eight: Developing Authority

• Develop Expertise
• Know Your Competition
• Continue Education
• Solve Customer Problems Using Authority
• Case Study

Customer Service Skill Module Nine: Adaptability & Flexibility

• Getting over the Good Old Days Syndrome
• Changing to Manage Process
• Changing to Manage People
• Showing You’re Worth Your Weight in Adaptability
• Case Study

Customer Service Skill Module Ten: Be Proactive

• Research Analytics
• Discover Opportunities
• Prevent Problems
• Provide Support Before People Know They Need It
• Case Study

Customer Service Skill Module Eleven: Teamwork Skills

• Identifying Capabilities
• Get Into Your Role
• Learn the Whole Process
• The Power of Flow
• Case Study

Customer Service Skill Module Twelve: Stress Management & Reduction Skills

• Organising
• To-Do-List
• Finding a Sanctuary
• Seeing the Humor
• Using Music
• Deep Breathing
• Soothing Stretches
• Knowing when to Seek Help

Customer Service Skill Module Thirteen: Mastering the Art of Conversation

• Giving Your Customer Your Undivided Attention
• Level One: Discussing General & Current Events Topics
• Level Two: Sharing Ideas and Perspectives
• Level Three: Sharing Personal Experiences
• Cues to Watch For
• Asking Good Questions (Open, Closed, Probing and Clarifying Questions)

Customer Service Skill Module Fourteen: Top 10 Customer Service Tips

§  Being Polite Matters (Words To Use And Words To Avoid)

§  Being Genuine

§  Don’t Wait for Them To Come To You

§  Do Whatever It Takes Within Reason

§  Get Your Customers Talking About You

§  Listening for Clues

§  Looking At The World Through Their Lenses

§  Make a Habit of Exceeding Expectations

§  Surprising Your Customers

§  Being Consistent

Each participant will receive the following materials for the Customer Service Skills course

Each course participant will receive a certification of training completion

There are 3 pricing options available for this Customer Service Skills training course. Course participants not in Singapore may choose to sign up for our online Customer Service Skills training course.

Contact us for the latest Customer Service Skills course schedules:

Register For This Customer Service Skills Course Now!

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