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.

Your Learning Outcomes

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

4.7/5

from 238 responses

Download PDF Outline Duration: 1.0 Days

Other Training courses for Customer Service

Training courses for Customer Service

Course name	Length	Next class
Active Listening Training - The Secret of Great Communicators!	0.5 day course	21 January
Communication Skills Training	1.0 day course	23 September
Conflict Resolution Training	1.0 day course	23 August
Customer Service Training	1.0 day course	27 September
Professional Telephone Skills Training	1.0 day course	20 September
Body Language Training	1.0 day course	23 September
Managing Customer Service Training	1.0 day course	View schedule
Resolving Customer Issues	1.0 day course	View schedule

PDT Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

"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

Plus you’ll also receive:

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

REACH
Profiles

For every participant
valued at $199 each

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Customer Service Training Now

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.

Course Outline for Customer Service Training

After completing this course, participants will have learned to:

Topic 1

Brand Ambassador or Brand Assassin?

What is customer service?
Customer Behaviour
Why Customers Leave
The Benefits of Brilliant Customer Service
Module 1: Reflection

Topic 2

Customer Diversity

Cultural diversity and the global customer
Generational differences
Module 2: Reflection

Topic 3

We choose to serve

Customer Empathy
Principles of great service
Module 3: Reflection

Topic 4

Communication – the key to great service

Listening
Writing
Personal Style
Module 4: Reflection

Topic 5

Navigating the Negatives

Learning from worst-case scenarios
The Steps of Acknowledgement
Handling Tough Situations
Module 5: Reflection

Topic 6

Creating a Service Culture

Management Focus
What can you do?
Living the Culture
Module 6: Reflection

Topic 7

Reflections

Create an Action Plan
Accountability equals Action