Customer Service Training

Initial customer service training should establish the basic rules of communicating:

- in writing
- face to face
- over the telephone
- by email
- online

More advanced training could include:

- Defining good customer service
- Roles in customer service
- Advanced listening and responding skills
- Building rapport and relationships with customers
- Customer perception
- Internal Vs External customers
- Dealing with difficult customers
- Handling customer complaints

Some ideas for telephone training:

- Projecting a professional image and voice skills
- How to use the phone to influence
- Call planning and follow up
- Listening techniques
- Questioning and summarising skills
- How to re-direct calls
- Time management on the telephone
- Recovery strategies for when the call does not go as planned

In addition to providing your own in-house training, there are many professional training companies that can provide off the shelf or customized training for your organization.

The bottom line is customer service training is very important!