Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?

You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.

In this fun and exciting customer service training course you will learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.

You will learn about your own personality type as well, as other personality types, and how to engage others in an entirely new way that provides a path to better communication and delivering an improved customer service experience.

PD Training can provide a complete professional development program for your organisation which includes personality profiling and automated training needs analysis, so contact us today to learn more!

Click Here to See What a Customised Customer Service Training Program Looks Like.

The PD Training Customer Service course is fun and effective and will improve the way you approach delivering exceptional service to your clients. This course is available now throughout New Zealand, including Auckland, Wellington or Christchurch.

Contact us today for a group quote or register now into the next public course date.

Your Learning Outcomes
Customer Service Training Course

After completing this course participants will be able to:

  • Explain what customer service means in relation to internal & external customers
  • Recognise how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer focused, attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate repeat business
  • Practice techniques for developing good will through in-person customer service
  • Formulate techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools for recovering difficult customers
  • Understand when to escalate an issue
Duration: 1.0 day course



Reviews

Customer Service Training Course Reviews:

"Mal reinforced the course material with his industry experiences that where current and we could all relate to. This "old dog" went away with a few new tricks and insights."

Alcatel-Lucent

 

"I've written up a report for my workmates across our organisation - some very useful and pertinent points."

TotaraLMS

 

"Our trainer was great his good people skills and friendly positive manner made this a very worth while training session for us."

Te Papa

 

"Vivienne did an amazing job! She taught me more than I could ever have imagined."

Mondiale Freight Services Ltd

 

"The course was good and our instructor Vivienne was outstanding words can not express. She delivered an outstanding learning in a very professional manner. She definitely is an asset to your company. Thanks for the training and an outstanding venue. And once again thanks to Vivienne I will definitely be promoting this training course and venue."

Toshiba (Australia) Pty Ltd

 

"I am grateful for the opportunity to be involved in the course. Exploring as a group how we can become more effective communicators in an effort to improve our service to all customers."

Jane Moorhouse

 

It was fantastic to have Jessica come in and train our team. The course was highly appropriate for our support centre and I believe each individual benefited from the training provided. Jessica did a fantastic job of engaging each of the staff members and had each of them contribute to the day. She tailored the training to our specific requirements and worked on the fly where needed to get the most out of our team. Ryan has done a great job to sort through any concerns or initial reservations that I had in regards to training and helped pick the right course for our team. Overall a really great experience and I will be recommending follow up courses to my management team in future.
Siteminder
I have always received fantastic service, co-operation and response from PD Training. They always go an extra mile to serve their customers. I strongly recommend PD Training to all my industry colleagues.
Clayton Salon
The trainer Kirsty was organised topic of training very well. She made satisfied my expectation of this training. Thank you very much.
Menya Noodle Bar
This was one of the best trainings I have participated in, my team were all really impressed and enjoyed the training immensely. Thank you Michaela was terrific!!
Grampians Community Health
Sally was a really great teacher. She was positive, helpful, really friendly and she answered every question I asked her. She made it a really enjoyable course! Thank you!
Freebott LTD
It well structured and the facilitator was very friendly and clear.
Freebott LTD
The course was very well run and I think everyone enjoyed it, it was topical and everyone seemed to have input.
Metcash/IGA
Very good training, would recommend to friends in 'Customer Service Roles'.
Siteminder
What enhanced the session was the enthusiastic participation and input by all members of the group.
Siteminder
Awesomenessly awesome!!
Siteminder
Held our interest all day, very professional.
Grampians Community Health
Congratulations to Michaela. She involved all participants in the activities/discussions and was very flexible in how parts of the discussion went and then easily brought us back to the main aim of the course. Her summations was great as well.
Grampians Community Health
Michaela is a fantastic trainer, she really knows her stuff, delivery was great. Fantastic day can't say enough nice things about the whole experience. Thank you.
Grampians Community Health
Nothing the Trainer we had was one of the best I have had over the 7 years I've been here.
Holcim
Karen was great! Energetic, encouraged a laugh and it didn't like a boring training course at all it was educational yet fun!!
Holcim
Fantastic Trainer - look forward to her presenting other courses that I will be invited to. The course reminded me to apply my customer skills so that customers can get 100% satisfaction.
Holcim
One of the most beneficial courses i have ever attended. Anne was very helpful and professional. She is worth more money.
Holcim
I would just like to say that the course was a lot of fun and certainly gave insight to things I had not been aware of before even though I have spent many years in Customer Service. Thanks for a great experience.
Metcash
Having been to many seminars and courses over the years, it was refreshing to have an overview of the experiences I have gained. I guess the most useful part of the course was the "up-to-date" customer greetings face to face and over the phone. Time change I guess. I enjoyed the interaction with my fellow workers and the chance to have my own input.
R&S Trading
I found that team work was really helpful and talking bout what everyone else has experienced and how to deal with it.
Clockwork
The presentation was very professional & the subject is a big part of our day to day life dealing with clients, fellow workers & family/friends.
MGA Insurance Brokers Ltd
Speaker was great! very funny and made it a bit more fun! :)
MGA Insurance Brokers Ltd
The trainer was very friendly and enthusiastic and made the course very interesting.
MGA Insurance Brokers Ltd
Anne was great - very engaging - I felt that I can use the tools she has given me.
Dept. of Sustainability Environment Water Population and Community
Trish did a fantastic job with our slightly dysfunctional group. Her background knowledge on neurology and the way the brain works in terms of 'being present' and 'above the line' was GREAT! To be honest I thought this course was going to be dull and bland but experienced the complete opposite, would recommend a training session with Trish anytime!
Armada Solutions
Trisha delivered the session in a great way, I was impressed with her knowledge and I believe we gained good value out of the exercise.
Armada Solutions
Love the way the course was set out very fun and friendly.
Department of Health
I though Ann was absolutely FANTASTIC. Very friendly, outgoing and fun without being unprofessional. Easy to listen to and understand - you have a great trainer on your hands!
The Sound Alliance
Thank-you Simon. The day left me feeling positive and refreshed ready to go forward with many new and revamped ideas.
Almax Aluminium
I was a bit skeptical about this, as I usually am with these sort of things. But I found it to be a really enjoyable & easy experience, and I feel that everyone in the course not just myself could take a lot away from it.
Vinidex Ltd



Course Outline
Customer Service Training Course

Download Customer Service Training Course Outline

Foreword:

In order to create higher levels of customer satisfaction in New Zealand, you need to go beyond delivering a "good" customer service and exceed your customers’ expectations with "exceptional" service.

In order to achieve this it is important to ask yourself some questions:

  • Do you or your staff have the right skill sets to deliver exceptional customer service?
  • Currently how do you improve your Customer Service Skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you listen to your customers and their needs?
  • Do you currently listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritised? 

This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

Customer Service Training Course - Lesson 1
Brand Ambassador or Brand Assassin?
  • What is customer service?
  • Customer Behaviour
  • Why Customers Leave
  • The Benefits of Brilliant Customer Service
  • Module 1: Reflection
Customer Service Training Course - Lesson 2
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Module 2: Reflection
Customer Service Training Course - Lesson 3
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Module 3: Reflection
Customer Service Training Course - Lesson 4
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Module 4: Reflection
Customer Service Training Course - Lesson 5
Navigating the Negatives
  • Learning from worst-case scenarios
  • The Steps of Acknowledgement
  • Handling Tough Situations
  • Module 5: Reflection
Customer Service Training Course - Lesson 6
Creating a Service Culture
  • Management Focus
  • What can you do?
  • Living the Culture
  • Module 6: Reflection
Customer Service Training Course - Lesson 7
Reflections
  • Create an Action Plan
  • Accountability equals Action

In-House Training We’ll focus on what matters most to you and tailor to your context


Live Online or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people dialling in, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Public Class Dates for
Customer Service Training Course

Details:

  • Small classes, average 5 people, max 16
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)
  • Live online interactive session with an expert trainer
  • Prices excl. GST

Questions:

Live Online Money

$100 Discount!

Every Live Online Class Booking Entitles
you to a $100 discount on an
in-person public class.
(Discount valid for 18-months)

Instructor Led

Looking for a full-day course in a physical room? Check the calendars in Aus and NZ

Online Course Date 1 Date 2 Date 3 Date 4
Customer Service Training - Online Instructor-led 3hours
Time: 11:00 AM - 2:00 PM NZST
September 29
$475.00
Last chance!
October 13
$475.00
Filling fast
October 30
$475.00
Filling fast
November 11
$475.00
Filling fast

When you book a Public Class with PD Training you can expect:

PDT Activities and discussion

To Be Engaged All Day

Activities and discussion for engaged learning all day.

Real world trainer

An outstanding trainer

On average PDT trainers have 15 years industry experience and 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

Confidence of booking

Acclaimed Provider

The confidence of booking with an acclaimed multi national training company.

eLearning and video

Multi-modal Reinforcement

Support, reinforcement & extension eLearning and videos in the App.

Public Class Dates for
Customer Service Training Course

Details:

  • Time: 09:00 AM - 04:30 PM
  • Small classes, average 5 people, max 16
  • Prices excl. GST
  • Lunch and refreshments included
  • Pay on Invoice or by Credit Card

Questions:

  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)

UNLIMITED TRAINING FOR AN
ENTIRE YEAR FOR LESS THAN THE
COST OF 3 DAYS OF TRAINING

learn more

Location Date 1 Date 2 Date 3 Date 4
Auckland
Auldhouse Computer Training, Three Lamps , 338 Ponsonby Road Ponsonby NZ 1011
December 7
1.0 day course
$695.00
Filling fast
January 21
1.0 day course
$695.00
Filling fast
March 17
1.0 day course
$695.00
Filling fast
June 3
1.0 day course
$695.00
Filling fast
Wellington
Auldhouse, JacksonStone House, , Level 8, 11 Hunter Street Wellington NZ 6011
December 7
1.0 day course
$695.00
Filling fast
January 21
1.0 day course
$695.00
Filling fast
March 17
1.0 day course
$695.00
Filling fast
June 3
1.0 day course
$695.00
Filling fast
Christchurch
Auldhouse, 13 Stanley Street, Sydenham Christchurch NZ 8023
December 7
1.0 day course
$695.00
Filling fast
January 21
1.0 day course
$695.00
Filling fast
March 17
1.0 day course
$695.00
Filling fast
June 3
1.0 day course
$695.00
Filling fast

When you book a Public Class with PD Training you can expect:

PDT Activities and discussion

To Be Engaged All Day

Activities and discussion for engaged learning all day.

Real world trainer

An outstanding trainer

On average PDT trainers have 15 years industry experience and 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

Confidence of booking

Acclaimed Provider

The confidence of booking with an acclaimed multi national training company.

eLearning and video

Multi-modal Reinforcement

Support, reinforcement & extension eLearning and videos in the App.

Not exactly what you needed? Try other courses in the Customer Service Courses Category

 
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