Customer Service Fundamentals

Customer Service Fundamentals

A Comprehensive Training Course

Course Overview

Ever had that moment when it all suddenly comes together with a client? When what begins as a rant becomes a real conversation, and they walk away feeling heard and appreciated? This isn't luck, this is skill. And, like all valuable skills, great customer service can be learnt, practised, and mastered.

I've spent years helping businesses all over Australia, from corner cafes in Fremantle to mining Companies in the Pilbara, and I've seen something remarkable: the Businesses that really do well aren't always those with the best products or the lowest prices. They're the ones where every customer touchpoint feels authentic and helpful.

This course rips back the techno babble and lays bare what really matters customer service, at its core, is human connection in action. We'll break down the core principles that transform the average interactions into great experiences and help you develop a set of skills that applies whether you are dealing with an angry customer over the phone or helping a customer face to face during your busiest time.

Learning Outcomes

Upon completion of this program, participants will be able to:

Show active listening skills that make your customers believe they are truly heard and understood

Use de-escalation techniques that turn a heated confrontation into a beneficial result

Identify customer Psycho graphics and modify meeting styles.

Use boundary setting strategies that stay professional and go above and beyond

Employ principles of emotional intelligence to handle customer emotions and their own stresses

Conduct solid follow up to develop long term customer relationships

Utilise structured approaches to solving various technical problems within the Company

What You Will Learn

Module 1: Understanding Customer Psychology

We will examine why people act the way they do when they are seeking help or filing complaints. You'll come to hear the difference between what a client says and what they actually want, and you can help them by working on the root, not the surface.

Module 2: The art of active listening

This is much more than nodding and saying 'I get it.' You will learn how to ask the right questions, mirror emotions effectively, and keep customers feeling appreciated even if you can't necessarily give them what they want.

Module 3: De escalation & Conflict Resolution

Discover Time Tested Techniques for Dealing With Upset Customers and Keeping Your Cool In The Process. We will discuss language patterns which decrease resistance and practical strategies for discovering mutually satisfactory resolutions.

Module 4: Communication of Different Styles

Every customer communicates differently. Some want intricate explanations, others want instant action. You will understand how to quickly determine communication styles and adjust your path to meet them.

Module 5: Taking Care of Your Own Emotional Wellbeing

Customer service can be emotionally exhaustive. This module will give you techniques to stay energetic and engaged even on a hard day, while also preserving your emotional health when you really do care about each person.

Module 6: Building Long term Relationships

Publications Like Marketing Brochures Throughout their history with your Organisation. Discover follow up tips that help demonstrate to customers that they matter and that you care about them beyond the sale or service challenge at hand.

Module 7: Creative Problem Solving

When the standard approach won't work, you'll have the brain space and resources to think creatively within your jurisdiction to solve problems, even surprising and delighting the customer on occasion, while still remaining within Company guidelines.

Training Methods

This programme mixes interactive workshops, practice in real life allied scenario and learning from each other. You will run through real life customer service scenarios, practice new strategies in a safe space, and learn from the experiences of your peers.

Course Summary

Customer service excellence isn't about perfection, it's about connection, consistency and care. You'll get a complete, take away 'tool kit' of practical skills that you can use for the rest of your career whatever your role, and whatever industry you're in.

You will walk away from this course with a renewed sense of confidence in dealing with difficult situations, prepared to tackle tough conversations and maybe even excited to have the chance to brighten someone's day with outstanding service. These skills go beyond customer communication, they will help you communicate with your coworkers, improve your leadership skills and increase your professional effectiveness overall.

You will find, above all, that great customer service is not only good for business, it's fulfilling. When you have the right tools and skills, those difficult calls with customers are an opportunity to really turn the tides favourably in someone's experience.

Length: 2 day intensive or 4 half days weekly

Available: Perth, Adelaide, and Online

Number of People: We take a maximum of 12 so there is plenty of opportunity for interaction and feedback.