Frontline Customer Service Training

Course Overview

Lectures will include how to harness fears, how to decode customers’ tones and body language, how to communicate effectively and resolve conflicts assertively. The desired outcome of the programme is tales of sabre-sharpening victories; reps who turn conversations into conquests!

Topics covered in this course

Introduction to Customer Service

This session you will explore the significance of good as a tool for making an organisation better.

Customer Service Fundamentals

Participants will acquire a foundation in delivering customer relations through this comprehensive session.

Overview of Customer Communication

On this seminar participants will understand how crucial good customer communication is, know different ways of approaching customers over a period of time.

The Customer’s Words

By attending this course they will be able to start rating the needs of the customer and set the cops on to constrict different methods to fulfill each case.

The Customer’s Body Language

Participants will learn to use matching/mirroring; to read head movements indicating the subject’s thoughts or feelings; and interpret postures as to what they reveal about another’s emotional state.

The Customer’s Vocal Characteristics

As a result of this training, participants will acquire the ability to discriminate features related to visual and acoustic speakers.

Building Rapport

This session will give you tools that you can use to increase your ability to build relationships and communicate effectively. You will learn about mirroring and matching and how they relate to building rapport, and you’ll discover what the difference is and why that difference matters.

Dealing with Difficult Customers

Participants will learn how to handle the other through customer interactions with them, getting direction towards their desired resolution. They will learn to cogitate by picking out points that might aid or prevent conflict from escalating even further.

Customer Service Mechanics Explained

In this session participants will: Learn the ins and outs of customer welcoming
Master the elements of customer transfers
Learn the elements of customer email enquiries
Review customer scenarios and select the best approach.

Wrapping it Up

By the time the session ends and so too your team’s work, you will have concocted a plan for action and responded to any lingering questions.

Host or Publisher Paramount Training & Development Brisbane