What should your customer service training include?

Your customer service training content will of course depend on the outcome of your training needs analysis.



However there are usually some common themes which you may want to consider

* definitions of good service

* why good customer care matters

* agreeing the behaviours that make for good customer care

* walking in the customers shoes - experiencing your business from the customers perspective

* defining different customer types with your organisation and their expectations of you

* working together for the customer - internal and external customers

* building rapport with customers

* communicating postively and effectively

* making the customers day

* dealing with challenging customers

* handling customer complaints

customer service call handling skills

if most of your interaction with customers takes place over the telephone, perhaps in a call or contact center, consider including:

* phoning from the customers phone - experiencing your business from your customers perspective

* your role in customer care / customer service

* how the telephone affects communication

* how do you sound? using the voice

* controlling the call

* call handling skills - questioning, listening and summarising

* ensuring accuracy and minimising mistakes

* using language positively

* taking messages

* passing calls to other areas of the business

* handling difficult callers

* handling customer complaints

* dealing with angry customers



Look for other training material ideas

Quotes about customer service to get you thinking

Music to motivate and inspire you

Training games, icebreakers, and energisers Return to customer service training helper home page

Go to training tips to make sure your training is a success