Customer Service Training

Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?

You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.

In this fun and exciting customer service training course you will learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.

You will learn about your own personality type as well, as other personality types, and how to engage others in an entirely new way that provides a path to better communication and delivering an improved customer service experience.

PD Training can provide a complete professional development program for your organisation which includes personality profiling and automated training needs analysis, so contact us today to learn more!

Click Here to See What a Customised Customer Service Training Program Looks Like.

The PD Training Customer Service course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Canberra and Perth.

Customised Customer Service courses are available for organisations that require specific scripts or product knowledge.  Contact us today for a free quote!

Your Learning Outcomes

After completing this course participants will be able to:

  • Understand the significance of customer touchpoints
  • Understand customer diversity
  • Explore the principles of great service
  • Apply critical communication skills
  • Learn lessons from your most difficult customers
  • Know how to defuse situations with customers and to handle tough scenarios
  • Know how to contribute to and create a customer service culture
Duration: 1.0 day course Live Online Experts



Reviews

Customer Service Training Reviews:



Armada Solutions

Trish did a fantastic job with our slightly dysfunctional group. Her background knowledge on neurology and the way the brain works in terms of 'being present' and 'above the line' was GREAT! To be honest I thought this course was going to be dull and bland but experienced the complete opposite, would recommend a training session with Trish anytime!

-Armada Solutions



My Repair Build

Having been to many seminars and courses over the years, it was refreshing to have an overview of the experiences I have gained. I guess the most useful part of the course was the "up-to-date" customer greetings face to face and over the phone. Times change I guess. I enjoyed the interaction with my fellow workers and the chance to have my own input.

-My Repair Build



Siteminder

It was fantastic to have Jessica come in and train our team. The course was highly appropriate for our customer support centre and I believe each individual benefited from the training provided. Jessica did a fantastic job of engaging each of the staff members and had each of them contribute to the day. She tailored the training to our specific requirements and worked on the fly where needed to get the most out of our team. Ryan has done a great job to sort through any concerns or initial reservations that I had in regards to training and helped pick the right course for our team. Overall a really great experience and I will be recommending follow up courses to my management team in future.

-Siteminder



Queensland Vet Specialists

"Richard was absolutely wonderful, he tailored the experience to suit our industry needs and asked questions to clarify if the situation suited us. He was enthusiastic and very personable. He was great!"

"Listening exercises were great for understanding how communication works."

-Queensland Vet Specialists



Independent Schools Victoria

"The trainer managed to 'get everyone on-board' most efficiently. Within a short time, staff were talking to each other and grappling with the way we deal in Customer relations at the College. It was a most successful session."

-Independent Schools Victoria



Spectrum Brands

"I found this course to be really beneficial, not only helpful with my current job but something I could utilise in all aspects of my life - More like a self- help, life coaching/mentoring course - Gave me a bit of perspective. Thoroughly enjoyed course and had me thinking outside my norm."

"I enjoyed the course as it gave me reminders and tips on how to give better customer service. Reactivated my thinking and made me realise some things you just do automatically without even thinking for customers. Loved the section on Five Levels of Focus."

-Spectrum Brands



Parliament of Victoria Department of Parliamentary Services

"The trainer was absolutely fantastic. There was only myself and one other girl which I think made the trainer's job a little easier but the trainer made us feel welcome and comfortable and was very supportive and open to hearing our thoughts, ideas and opinions. I would 110% recommend her and the course she taught to others."

-Parliament of Victoria - Department of Parliamentary Services



Department Of Finance

"Customer service covers much more than I imagined and included a valuable look at team members profile. The co-ordinator created an environment that encouraged participation from everyone which had a positive impact on the team improving respect and cohesion."

-Department Of Finance



Moonee Valley Racing Club

"Most useful part of this course for me was the strategies for helping an upset customer, the cultural differences and on the objective and subjective Language."

-Moonee Valley Racing Club



Fusion 5

"I was very happy with the course and found it very interesting and provided ideas and solutions that I will use in future. Having previously attend an 'in-house' session on customer service, I found this to be far better and the trainer was great!"

-Fusion5 (VIC)




Download Course Outline (PDF)

In order to create higher levels of customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time. In order 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 do you currently improve your Customer Service Skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you currently listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritised? 

This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives more rewarding by consistently providing exceptional customer service to both internal and external customers.

Course Outline for Customer Service Training

See the Live Online tab for the course outline for the live online course

Topic 1
Brand Ambassador or Brand Assassin?
  • What is Customer Service?
  • Customer Behaviour
  • Why Customers Leave
  • The Benefits of Brilliant Customer Service
  • Reflection
Topic 2
Customer Diversity
  • Cultural Diversity and the Global Customer
  • Generational Differences
  • Reflection
Topic 3
We Choose to Serve
  • Customer Empathy
  • Principles of Great Service
  • Reflection
Topic 4
Communication – the Key to Great Service
  • Listening
  • Writing
  • Personal Style
  • Reflection
Topic 5
Navigating the Negatives
  • Learning from Worst-Case Scenarios
  • The Steps of Acknowledgement
  • Handling Tough Situations
  • Reflection
Topic 6
Creating a Service Culture
  • Management Focus
  • What Can You Do?
  • Living the Culture
  • Reflection
Topic 7
Reflections
  • Create an Action Plan
  • Accountability Equals Action
 

In-House Training - We’ll focus on what matters most to you and tailor to your context


Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people connecting online, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

PDT Training Management Centre Logo

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Upcoming Live Online Classes

Customer Service Training - 3hours
Live Online
3-hour course
9:00 AM - 12:00 PM Australia/Brisbane
$495.00
July 23
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September 27
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December 10
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January 23
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Download Live Online Course Outline (PDF)

Course Outline for Customer Service Training - 3hours

Topic 1
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Reflection
Topic 2
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Reflection
Topic 3
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Reflection
 

Details:

  • Small classes, average 5 people, max 16
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware available in the App
  • Live online interactive session with an expert trainer

Questions:

Live Online Money Icon

$100 Discount!

Every live online class booking entitles
you to a $100 discount on an
in-person public class.
(Discount valid for 18 months)

Instructor Led

Looking for a full-day course in a physical room? Check the calendars in Australia and New Zealand

When you book a Public Class with PD Training you can expect:

PDT 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 and 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

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.

Public Class Dates for Customer Service Training

Details:

  • Time: 09:00 AM - 04:30 PM
  • Small classes, average 5 people, max 16
  • Lunch and refreshments included
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)
  • Pay on Invoice or by Credit Card

Questions:

Adelaide
1.0 day course
Education Development Centre, 4 Milner Street Adelaide SA 5007
$770.00
July 23
Enroll Now
Filling fast
September 27
Enroll Now
Filling fast
December 10
Enroll Now
Filling fast
January 23
Enroll Now
Filling fast
Brisbane
1.0 day course
Karstens Conference Centre, Level 24, 215 Adelaide St, Brisbane QLD 4000
$770.00
July 23
Enroll Now
Filling fast
September 27
Enroll Now
Filling fast
December 10
Enroll Now
Filling fast
January 23
Enroll Now
Filling fast
Canberra
1.0 day course
Canberra Flex, 4 National Circuit Canberra ACT 2600
$770.00
July 23
Enroll Now
Last chance!
September 27
Enroll Now
Filling fast
December 10
Enroll Now
Filling fast
January 23
Enroll Now
Filling fast
Melbourne
1.0 day course
Karstens Conference Centre, 123 Queen Street Melbourne VIC 3000
$770.00
July 23
Enroll Now
Filling fast
September 27
Enroll Now
Filling fast
December 10
Enroll Now
Filling fast
January 23
Enroll Now
Filling fast
Perth
1.0 day course
Karstens Conference Centre, Level 1, 111 St. Georges Terrace Perth WA 6000
$770.00
July 23
Enroll Now
Filling fast
September 27
Enroll Now
Filling fast
December 10
Enroll Now
Filling fast
January 23
Enroll Now
Filling fast
Sydney
1.0 day course
Karstens Conference Centre Canada House, Level 1, 111 Harrington Street Sydney NSW 2000
$770.00
July 23
Enroll Now
Filling fast
September 27
Enroll Now
Filling fast
December 10
Enroll Now
Filling fast
January 23
Enroll Now
Filling fast

When you book a Public Class with PD Training you can expect:

PDT 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 and 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

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.

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year.
  • Or get the $110.00 bundle and save.
Bite Size learning that people love

Learn about customer service elements in a modern world such as serving diverse audiences, diffusing heated situations and universal principals of great service.

Buy Customer Service
Not exactly what you needed? Try other courses in the Customer Service Courses Category