Customer Service Skills Training

TrainSmart's Customer Service Skills Training program will provide skills, ideas and techniques to improve customer service along with an opportunity to practice using real-life situations. Serving customers effectively and efficiently is an issue every organization must face. It does not matter if the organization is large or small, private or public, all customers and consumers expect quality and service as a part of every transaction. Receiving good customer service skills training will increase customer and employee satisfaction by improving communication and problem solving skills.

The more effective your systems and people operate, the more profit in your bottom line. Our Customer Service Skills Training provides you with the specific information needed to steer your company through uncertain waters. You gain an understanding on how to keep your company running smoothly and how to confidently meet the needs of your employees and customers. Our Customer Service Skills Training is for professionals who want to make a significant contribution to their company's image or bottom line and make their own lives easier.

Customer Service Skills Training Objectives:

• To identify and understand the needs and expectation of internal and external customers
  
  
• How to read various customer behaviors and make adjustments to communication based on those behaviors
  
  
• How to reduce stressful situations
  
  
• Develop a personalized strategy for improving listening skills
  
  
• Apply personality knowledge to communicate more effectively with customers
  
  
• Make better choices to improve attitude

Customer Service Skills Training Outline:

Customer Service: What is customer service? What kind of impact does customer service have on an organization?

The Customer: Who are your customers? The difference between external and internal customers. What are the customer’s needs and expectations? How do you handle customer behaviors? Focusing and Prioritizing the Top Expectations of Customers.

Types of Communication Skills and Techniques used to improve Customer Service:

• Using Positive Language
• Telephone Techniques
• Verbal (Tone of Voice, Inflection, Energy, Volume, and Pace)
• Non-Verbal (Eye Contact, Facial Expressions, Hand Gestures, Body Posture, Touch)
• Listening Skills
• Personality Styles
• Reducing Stress

Dealing with Difficult Customers: Calming upset customers, what can you do to avoid upsets, five keys to calming upset customers, calming yourself.

Scenarios And Role Play: