Customer Service Training Course

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Do you impress your customers in New Zealand every time you interact with them?  Does your organisation thrive on creating raving fans?

You must go beyond simply delivering your product or service 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 course, you'll learn to recognise how your attitude impacts on your interactions, how to apply techniques to generate repeat business, how to develop top-level phone skills and learn how to deal with difficult customers.

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.

Learning Outcomes
Course Outline
In-House
Training
Public Class
  • 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 day course

    The best adult learning experience

    The best adult learning experience

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    PD Training is dedicated to immersive and inspirational learning experiences for busy adults. We believe courseware should keep pace with changes in workplaces and technology.

    So we have written our very own Signature Series that incorporates best practice in modern learner engagement, and continually improves based on trainer feedback, participant feedback and innovations in best practice.

    Welcome to the best adult learning experience in the industry, we look forward to your feedback and suggestions.




    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

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    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 7 years training experience.

    Tailored training

    Focussed on you

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

    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.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    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.

    Orgmenta app
  • Public Class Dates for Customer Service Training Course

    Details:

    • Time: 9:00 AM - 4:30 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)

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

    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 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.

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

 
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Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

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