Customer Service Training Course

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How do you provide your customers exceptional customer service that exceed their expectations every time? This Customer Service course by PD Training teaches you the skills needed to turn your customers into “raving fans" who buy from you again and again.

This course teaches you the following skills: adopting the positive attitude of a customer service professional, how to actively listen to and anticipate your customers’ needs, the techniques for dealing with difficult customers, how to continuously improve your customer service skills and approaches and much more.

This comprehensive and valuable training course is now available across the U.S., including Atlanta, Austin, Baltimore, Birmingham, Boston, Charlotte, Chicago, Dallas, Houston, Jackson, Los Angeles, Manhattan, Miami, Orlando, New York, Philadelphia, San Antonio and Seattle.

Learning Outcomes
Course Outline
Client Site
  • Learning Outcomes - Customer Service Training Course

    By the end of this course, participants will be able to:

    • Explain what customer service means in relation to internal & external customers
    • Recognize 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 return business
    • Practice techniques for developing good will through face-to-face customer service
    • Formulate take away 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
    Duration: 1 day course

    The best adult learning experience

    The best adult learning experience


    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.


    Customer Service Training Course Reviews:

    I’m very impressed by PD Training … they specifically selected one of their specialist facilitators to run the session which then made it possible for us to discuss our requirements further and tailor the course we had selected to suit our particular needs.

    Great trainer and very good content. Siemens

    "Very helpful and informative, helped with a lot of the questions I had regarding the training."

    Bimba Manufacturing

  • Course Outline - Customer Service Training Course

    Download Customer Service Training Course Outline


    To achieve customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time.
    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?
    • How many times to you get great feedback, compared to average or negative feedback?
    • Are your competitors taking business or margin because they have better service?
    • How do you improve your customer service skills and approaches?
    • Do you strive to continuously improve your customer service?
    • Do you listen effectively to uncover the customer’s true needs?
    • Are internal customers understood and prioritized?

    This Customer Service Training Course is for professionals who want to make a significant contribution to their organizations' 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
    • Create an Action Plan
    • Accountability equals Action

  • Client Site 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

    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

    Client Site 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
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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