Course Overview

Providing Stellar Customer Service is practical customer service training designed to help employees develop the skills, attitudes and behaviours needed to consistently deliver excellent service. Participants learn how to understand customer expectations, communicate effectively and create positive experiences across different customer interactions.

The course explores both internal and external customer service, active listening, questioning and communication techniques, as well as practical strategies for handling complaints, difficult customers and challenging situations. Participants also learn how to respond when service problems occur and work towards positive outcomes.

Great customer service is more than simply solving problems. Participants learn how their attitude, communication and actions influence the customer’s experience and how small improvements can build stronger customer relationships and loyalty.

Providing Stellar Customer Service – Customer Service Training is suitable for employees, customer service teams, frontline staff and managers who want to strengthen service skills and deliver a consistently positive customer experience.

Key Learning Outcomes

By the end of this customer service training, participants will be able to:

Understand why a customer-first attitude is essential to delivering excellent service.
Recognise what customer feedback and service experiences can reveal about customer expectations.
Identify the characteristics of outstanding customer service and learn from examples of both poor and exceptional service.
Understand Jan Carlzon’s “Moments of Truth” and how individual customer interactions shape perceptions of an organisation.
Recognise different customer personality types and adapt their approach accordingly.
Understand the different phases of a customer interaction and how to manage each effectively.
Greet customers professionally and redirect customers appropriately when required.
Apply appropriate etiquette when communicating with customers in person and by telephone.
Use tone of voice and active listening to communicate more effectively with customers.
Understand the difference between follow-through and follow-up and apply appropriate approaches to both.
Apply service recovery techniques when responding to complaints, poor service experiences and missed service-level expectations.
Respond more effectively to unreasonable or challenging customer expectations.

Training Outline

This practical customer service training explores the essential skills, attitudes and behaviours that contribute to excellent customer service. Participants learn how to understand customer expectations, communicate effectively, adapt to different customer personalities and respond professionally when service problems or difficult situations arise.

Morning Session

Why is customer service such an important part of your role?
Yes, everyone is a customer.
The 5 levels of customer service. What is your usual service level?
Examples of great service cultures from the world’s best service organisations.
External vs internal customer service: what’s the difference?
Who are your customers? Identify your internal and external customers.
Valuable as your external customers.
Your customer satisfaction is based on Identify your customers’ most important expectations.

Afternoon Session

Prepare yourself to manage your customers by knowing their personalities and needs. (Using DiSC behavioural profiling)
Understand yourself.
Understand the personality styles of others.
Expand your communication and service skills to get along with more customers.
Building your customer service skills in person, on the telephone, and with e-mail.
Dealing with difficult customer situations.
How to listen to an angry customer so you can calm any tension and resolve their concerns.
21 more ways to develop a customer service mindset.

Training Options

Providing Stellar Customer Service – Customer Service Training can be delivered in a format that suits your organisation, team and training requirements. Whether your people interact with customers face-to-face, over the phone or through other communication channels, the training can be tailored to suit your workplace and customer service objectives.

Every organisation and customer environment is different. Talk to us about your team’s customer service challenges and what you would like participants to achieve. We can then discuss the most suitable training option for your organisation.

Schedule a phone call with us.

Delivery options include: