4.7 (2415 reviews)
$660
Exceptional customer service is one of the most important things that will differentiate your business from your competition. In order for a business to grow, it is essential to develop a strong customer-focused culture.
Course Overview
Learning Outcomes
- Confidently work with all types of customers
- Build rapport, uncover needs, listen, clarify, explain, and manage conversational flow
- Handle complaints, difficult customers, conflicts, negotiations, and challenging situations
- Avoid misunderstandings, manage expectations and take responsibility
- Surpass expectations, go the extra mile, delight customers, and build long term loyalty
Audience:
Service staff, salespeople, or anyone who comes into contact with customers.
Benefits:
- Improved customer satisfaction and loyalty
- Customer referrals and excellent word of mouth advertising
- Increase employee satisfaction
Course Content
Understanding Customers
- Values - customer values, value to your business
- Needs - what you need to do to satisfy this customer
- Wants - respect, fairness, friendliness, knowledge, confidence
Showing that you Care
- What is service? Every customer is No. One.
- Attitude
- Communication
- Voice, tone and speech
- Language - Choice of words
- Actions and body language
- Telephone styles
Dealing with Customers
- Opening the customer service calls
- Questioning to determine callers' needs
- Honing your listening skills
- Active listening
- Confirm your understanding
- Putting It All Together
- Closing customer service calls or meetings
Follow up Actions
- Responding Customer Requests
- Tell the customer what to expect
- Give 'Em What They Want
- Confirm customer satisfaction
- Uncovering additional opportunities
Dealing with Difficult People and Situations
- Keep Your Cool, Lose Your Pride
- Maintaining your poise with challenging calls
- Preventing challenges from escalating
- Dealing with upset callers
- Calling for Reinforcements & Asking for help
- Put It in Perspective
- Bouncing back from challenging calls
Understanding Different Personality Types
- Identifying different personality types
- Altering your behaviour to your customer
Delivery Options
Public Courses
Live online - learn by doing.
Our Live Online courses are conducted through a dedicated learning platform that enables us to provide instructor-led, hands-on training to develop real skills, in real time. Each participant logs into their own virtual environment setup specifically for the course. This is a fully interactive experience - just like in a classroom. No passive lectures. No videos to follow - real time hands-on practice with your instructor guiding you every step.
Instructor:
- provides real-time live hands-on instruction and demonstration,
- provides step-by-step practical activities for participants,
- can assist participants on their screen, if necessary,
- can share participant screens to enhance discussion.
Participants:
- receive hands-on instruction, step-by-step exercises and skill-builder activities,
- see the instructor screen while working on their own environment,
- can interact with the instructor and the group of participants,
- can ask questions at any time,
- join the course from any location with internet using a Course Invitation.
- no need for any software, just a computer with internet and a browser.
- no downloads on installs necessary on the participant computer.
Inclusions:
- E-Book Training Manual/activity booklet will be provided
- Certificate of Completion
- Post-course support to the level of the course
- Access to any training exercises used during the session
Session Times:
- Full Day Course: 9:00 am-4:30 pm
- Half Day Course: 9:00 am-12:30 pm or 1:30 pm-5:00 pm
Private Courses
Private sessions can be arranged through our Live Online platform for group training. Group training content and duration can also be tailored to your needs. To discuss your training requirements, contact our Course Scheduling team.
Classroom
Classroom sessions are delivered at a nominated location (Private courses only).
Requirements:
If training is being delivered on your site:
- A computer is required for each participant, configured with appropriate software (if necessary).
- If participants are using laptops, ensure power cords are provided for use during the session.
- The instructor will bring their own laptop - please provide power
- Screen/Projector for trainer to connect their laptop to. Please indicate the connection method - hdmi or wifi.
Inclusions:
- Training Manual/activity booklet
- Certificate of Completion
- Post-course support for queries relating to the course content.
Available Extraordinary Customer Service courses
| Event | Event Date | Location | Individual Price | Register |
|---|---|---|---|---|
| Extraordinary Customer Service | 20-03-2026 | Live Online | $660.00 | |
| Extraordinary Customer Service | 24-04-2026 | Live Online | $660.00 | |
| Extraordinary Customer Service | 29-05-2026 | Live Online | $660.00 | |
| Extraordinary Customer Service | 03-07-2026 | Live Online | $660.00 |
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