Customer Service Training Outline

Customer service training aims to increase the satisfaction of customers as well as boost the morale’s of employees, especially those dealing with customers often. There are various training programs and courses which cater such needs, depending on your organization’s suitability, but focusing on the same objectives.  Trainings are able to be provided in the classrooms or through e-learning which is through online modules and online classroom sessions. Hence, organizations have the options to determine the type of trainings they would prefer to provide for their employees, as there are many variations.

Customer service training are often planned systematically in order to bring out the potential in the employees in the customer service department so that their skills are optimize. These trainings would usually begin with learning to show customers that you care. In this first lesson, participants would learn to develop a customer-focused attitude meaning to always place their customers’ needs as their priority. They would be guided also on how to build good relationship with the customers so as to gain their confidence and trust with your organization. Participants would also be given the guideline in applying ethics and certain values to customer service.

Next lesson would be focusing on the language usage in customer service. This is very important as communication is the core to customer service with the addition of the right approach by the employee towards the customers. Participants would be taught on using positive language to bring about good impression from the customer. Besides, they would also be encouraged to use language that is easy to e understood by the customer, so as to get the message across clearly and effectively.

The lesson will then develop into the next chapter which will focus on opening the call of customers. Participants would be guided on how to transfer calls to the right person and also on the right way to put customers on hold. These are essential in making good impression on your whole organization. Only with politeness and the right approach, would customers be willing to stay loyal to your organization.

Once participants have opened the call, they will then be guided on the next lesson which is to diagnose the customers’ needs. Participants will be taught on the right questions to ask to determine the needs of the customers. This chapter will then brush up on your listening skills and also to determine your understanding on what is being conveyed to you. Knowing your customers’ needs will then allow you to direct the right service towards them.

Next, participants will be guided on how to respond to customers’ requests and how to fulfill them. They will be taught on how to show value in the response and also how to handle difficult requests which can’t be fulfilled. This would then lead to the next lesson of taming challenging calls whereby participants are assisted in how to maintain their poise when attending to such calls. In this lesson, participants would also be taught on the right approach to use when dealing with angry or upset customers.

The training would end with the last lesson of closing the call. This is an important lesson as it will determine the customer’s satisfaction on the overall service provided. Participants would also be guided on how to uncover any additional opportunities for service.

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