How to Be a Customer Service Superstar

Overview
Curriculum
Instructor

To watch a sample of this course, Click the”Curriculum Tab“.

Why this Course is Important

“Enhance your customer support skills and delight every customer with great customer care.”

Even though we live in a world that is becoming more high-tech every day, especially when interacting with businesses like yours, most people crave what is described as ‘high touch’ experiences too. Whether on the phone or in person, friendly, courteous, and caring customer service has never been more important.

Whether you interact with customers on the telephone, in person, or with your organisation’s website’s online live chat service, knowing how to connect and provide a genuinely warm customer service experience is something the best organisations strive to achieve every day.

The How to Be a Customer Service Superstar session is all about learning how to make every one of your customer interactions a positive, happy, and memorable experience. After all, brilliant customer service isn’t just something that benefits your customers. Great service also helps you enjoy your work more too.

Course Objectives

Successful completion of this course will increase your ability to:

Realise that everyone is a customer.
Understand what every customer expects from you when they email or call you.
Make positive and memorable first impressions with your customers.
Understand the three phases of customer interaction and know how to navigate each.
Deal professionally and courteously with angry or upset customers.
Stand out from competitors with unique customer service experiences.

What You Will Learn

Why is customer service more important than ever before?
What do customers expect when they call or message your organisation?
Research – what customers dislike about their previous customer service experiences.
The five levels of customer service.
Three phases of service interactions.
Strategies for connecting with customers face-to-face.
Making every telephone interaction memorable for your customers.
Quick ideas about interacting with angry or upset customers and how to calm someone upset or being unreasonable.
Putting your customer service skills all together.

Personalised Certificate for Completion

At the end of each training session, participants will be asked to complete a short assessment based on the course covered and receive a personalised downloadable certificate.

Professionally Designed Workbook Included

Your course comes with a professionally-designed downloadable workbook. The workbook will allow you to add information gained during the training, as well as add your own thoughts and observations. The last page of the workbook contains a personal action plan to help you implement the key lessons from this training session.

BONUS: For managers, team leaders, and supervisors attending this training, you will also receive a bonus coaching question sheet. This is the perfect tool for having powerful coaching conversations with individuals or your entire team about this topic.

Paul Puckridge

For the past 26 years, Paul Puckridge has been the training director and head instructional designer at The Success Institute. Over nearly three decades, Paul has trained over 10,000 managers and employees from any of Australia's most respected and well-known private and public organisations. Paul has a passion for professional development, ongoing learning, and a deep desire to help develop Australian managers' and employees' skills and work smarts.