COURSE OVERVIEW:

Customer service training is the training and teaching that employees undergo to improve customer support and satisfaction. It’s an iterative process that involves teaching skills, competencies, and tools needed to better serve customers so they derive more value from products and services.

Any employee that interacts and deals with customers is eligible for customer service training. And given how your customers are your best growth opportunity, every employee should be working hard to keep them happy — whether from the position of a marketer, executive assistant, or customer service representative.

Happy, delighted customers are your very best bet for bringing in new business, and because of this, customer service teams need to deliver beyond your customers’ already high expectations.

That’s why customer service training is so important. You’re training your employees to deal with some of the most important people in your life — your customers.

At this point, you might be asking, why can’t I just hire the right people from the get-go and leave it at that? Well, you should always hire the best fit for each role, customer service included. But hiring skilled people and thinking the job is done is doing a disservice to both your team and your customers. Regardless of how talented your new employees are, you should still conduct training that aligns everyone on how to work together and best represent your company.

With your customer service team on the front lines of customer service and retention, they need to be properly trained and equipped to handle any challenge that comes their way. Execute the customer service and support training ideas in this course, and you’ll find your customers and employees more satisfied overall.

The first part of this course introduces the exceptional customer service equation and explains the basic assumptions that underlie the exceptional customer service program. Then discusses how to determine the needs of your organisation so that you can design a suitable and effective program. Also, provides some background to help you choose a training design that fits the needs and time limitations of your organisation. Finally, gives practical suggestions regarding how to facilitate the program you choose, what to keep in mind when working with adult learners, and how to prepare for your training.

The second part will help you determine how best to evaluate your training program. Then will give you some suggestions about how to provide training for leaders in your organisation. Also, provides helpful information on customer service research. You may use some of that information to create learning activities for leaders or frontline participants. Finally, provides a detailed example of a short training program that can be used as an introduction for a customer service initiative, as a stand-alone unit, or as part of a staff meeting.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

·       Why is customer service training important?

·       The importance of customer service

·       Why customer service matters?

·       The value of good service

·       Customer service in the public sector

·       How training can help frontline staff and management?

·       The realities of training

·       The exceptional customer service equation

·       The five main factors that influence customer loyalty

·       How to assess the organisational need?

·       The strategic needs assessments

·       How to design your training?

·       How to develop training designs?

·       The ways people learn

·       How to establish a framework?

·       How to identify behaviours?

·       How to practise, provide feedback and make training relevant?

·       The one-day program

·       The half-day program

·       The one-hour program

·       How to facilitate the training session?

·       The adult learning theory

·       The elements of successful facilitation

·       The things to do at least a month before your training

·       The things to do a week or two before the session

·       The things to do the day of the session

·       How to evaluate learning?

·       The purposes of evaluation

·       How to evaluate participant reactions?

·       How to measure the extent to which participants have learned and understood the content of training?

·       How to measure the results of training back on the job?

·       How to measure the organisational impact of training?

·       How to evaluate the training program?

·       The return-on-investment of the training program

·       How to train executives and supervisors?

·       Leadership initiatives and trainings for leaders

·       How to generate information?

·       Leadership and customer service

·       The cost of losing a customer

·       Customer service vs lost revenue

·       What are customer expectations?

·       The moments of truth

·       The one-hour program: training objectives, materials needed and agenda

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.