Today's customers want service that is faster, better, cheaper, and more thorough. But you need to know if your organization is prepared to meet that challenge. Can you say with confidence that your organization's customer service is exceptional—and do employees know the difference between internal and external customer service? These skills are what set extraordinary companies apart.
HRDQ provides customer service training courses, activities, and assessments that can help you measure individual performance, build a service team, and identify changes needed in policies or operating procedures. Once you know the areas where improvement is needed, you'll be able to develop action plans for more effective customer service behaviors.
Customer Service Training Courses & Activities
Featured Products
Becoming a Customer Service Star
Becoming a Customer Service Star lets employees and managers evaluate their behavior in five critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance.
Delivering Exceptional Phone Service
This RTL title helps service reps build the skills required to meet customer's needs and ensure customers feel heard and valued by your organization. The program is rich with partner and group role-play activities with realistic customer service examples.
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Creating Customer Service Stars
Improving customer service skills can be tough, but the right training materials can make the process fun and effective. The training process often starts with an assessment of key skills. There are certain dimensions that people should focus on when they want to develop their customer service skills:
- Feeling Positively Toward Customers. A positive attitude toward customers creates great customer service. People who enjoy customer interaction are enthusiastic, have eye contact, have positive voice inflection and the desire to build a friendly rapport.
- Encouraging Customer Feedback. In order to provide excellent service to customers, you must know what your customers need and want. Fulfill their needs by encouraging them to provide you with both positive and negative feedback.
- Responding to Customer Problems. Make sure you respond to problems promptly. This is a good way to capture customer loyalty. The standard of service is at risk when the response to a problem is delayed, passed to several people or ignored.
- Developing Repeat Relationships. Long-term relationships are important, because the value of a customer increases over time. In order to develop repeat relationships, individuals should take positive actions by treating every situation with an understanding of the lifetime value of a customer.
- Seeking to Exceed Customer Expectations. The greatest opportunity to satisfy and retain customers is to find ways to exceed their expectations. Doing more than a customer expects makes that customer’s experience a memorable one, which can spark future business.
If these skills and dimensions are developed well, employees will be able to provide high-quality service with ease. This ultimately leads to increased satisfaction for the client or customer as well as greater opportunities for the organization. To develop these skills in your organization, build an effective customer service training course with the assessments and activities available at HRDQ!
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SkillBuilders 50 Customer Service Activities Collection
from $106.00The SkillBuilders 50 Customer Service Activities Collection offers activities designed to strengthen the effectiveness of your customer service rep...
View full detailsfrom $106.00 -
Becoming A Customer Service Star
from $25.75Everyone has a favorite customer service story, but few people can identify the specific behaviors that will result in outstanding service....
View full detailsfrom $25.75 -
Delivering Exceptional Phone Service Customizable Course
from $599.00A customer service representative is the first (and sometimes only) direct person of contact that customers have with an organization – an...
View full detailsfrom $599.00 -
Building Business-to-Business Relationships Over the Phone
$25.75Building Business-to-Business Relationships Over the Phone is an informative case study on developing, nurturing, and sustaining revenue through op...
View full details$25.75 -
Telephone Skills Training Activity Collection
from $106.00Most people need to talk on the phone at work – especially customer service employees. Customer service is of the utmost importance to a business, ...
View full detailsfrom $106.00 -
Customer Service Skills Profile
from $65.00The Customer Service Skills Profile (CSSP) was created in response to the concerns people have about preparing and delivering presentations...
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Internal Customer Service Assessment
from $97.50How well do you meet the challenges of providing service within your organization? Internal service providers have a bond with their custo...
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Customer Service - the Telephone Connection DVD
$275.00Excellent telephone customer service is a refined skill requiring dedication and enthusiasm. Your voice, responsiveness, and product knowledge...
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Customer Service Counts DVD
from $275.00Customer Service Counts teaches your employees crucial customer service skills and an attitude which puts customers first. This award-winning ...
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Professional Email Etiquette DVD
$275.00Despite texting and other informal means of communication, business correspondence still counts. Email remains the preferred method of contact...
View full details$275.00 -
When the Phone Rings: Telephone Skills for Better Service DVD
$275.00When The Phone Rings is a telephone skills training your employees on how to consistently provide the best customer service over the telephone...
View full details$275.00 -
The Right Words at the Right Time... Customer Service Recovery for Government - DVD (DS)
$945.00The Right Words at the Right Time... Customer Service Recovery for Government Program Length: 15 minutes. Explicitly produced for front-lin...
View full details$945.00 -
The Right Words at the Right Time... Customer Service Recovery for Healthcare - DVD (DS)
$945.00The Right Words at the Right Time... Customer Service Recovery for Healthcare Program Length: 15:15. Even your newest or least trained emplo...
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The Right Words at the Right Time... Customer Service Recovery for Retail - DVD (DS)
$945.00The Right Words at the Right Time... Customer Service Recovery for Retail Program Length: 13 minutes. Presenting a wide variety of realistic...
View full details$945.00
