Making the difference through customer service

Customer Service Skills

Making the difference through customer service just makes sense. Quality and costs are no longer the only factors behind customer satisfaction – the customer service experience you deliver can make or break a long-term business relationship. Getting straight to the heart of the matter, this practical seminar challenges you to assess and improve your own approach to customer service using the world-class RATER model. Using reflective and experiential training techniques, you will be challenged to grow—individually and as a team. This customer service seminar is designed for all professionals working in a customer-facing role, whether internal or external.

Multiple languages

Customized content

Flexible scheduling

Flexible format

About this training

Your outcomes

Identify and examine your customers’ fundamental service expectations
Understand and apply the RATER model to your specific needs
Prepare to maximize your customer impact during “moments of truth”
Develop your core communication skills to deliver a great customer-service experience
Plan to transfer the training to your workplace

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Training content

Managing customer expectations – the essentials
Identifying customer excellence
Introducing and implementing RATER (Reliability, Assurance, Tangibility, Empathy, Responsiveness)
Recognizing and implementing RATER behaviors and language
Listening to learn, and learning to listen
Asking effective questions to uncover needs and priorities
Communicating appropriately via email and telephone
Giving bad news
Saying “no” without breaking the relationship
Maximizing your impact in “moments of truth”
Putting it into practice in your workplace

What can you expect from Target Training?

Experiential training environment

Practical content customized to your reality and goals

Share experience, knowledge and best-practices

Pragmatic focus on what you do and how you do it

A trainer who cares about your progress

Enjoyable, safe, fun atmosphere

Lots of opportunity to practise during the session

Feedback from self, trainer and peers

Social learning

Interactive training with transfer to the workplace at the heart

An actionable transfer plan

Further learning resources

Multiple languages

Customized content

Flexible scheduling

Flexible format

Customer Service skills