Customer Satisfaction Training [Win the hearts of customers]

Win the hearts of customers from the frontline by learning the basics of customer satisfaction and customer service.

In this training, as the first step to increase customer loyalty, participants will learn the importance of customer satisfaction and improve customer service techniques.
For customers, the staff who they interact with will always represent the entire company, regardless of each representative's individual level of experience.
Through the training, participants' customer service skills will improve and they will gain the ability to provide highly satisfying customer service in any situation.

3 Keys Features of Reskill Training

Full Preparatory Support

You will receive support not only during the training, but also prior to it. A complete set of training material and equipment will be delivered to you by mail beforehand. This will allow you to receive high-quality training with minimum preparation time.

Flat Rate Pricing

With the concept of "More Training", we make the courses available at a clear fixed price, even for a customized single-company training program that provides an excellent training environment.

Online Training Options

We offer various training formats with no additional charge, whether it be in-person, online, or a hybrid of both(partially web-based). Please feel free to contact us regarding your needs.

Training Code: 100050   Information updated:

Customer Satisfaction Training Goals

By learning the basics of Customer Satisfaction and learning from case studies of companies that have successfully built customer loyalty, participents will acquire outstanding customer service techniques.

Who Benefits the Most

The following is a general list of target participants for the training and can be adjusted upon review. Please contact us regarding your needs.

This training is suitable for those in the customer service industry.

Result of Customer Satisfaction Training

  1. Participants will understand what Customer Satisfaction actually is and the importance of Customer Satisfaction improvement.
  2. Learn from case studies of companies that have successfully built customer loyalty, participents will understand how to provide outstanding customer service to their own clients.
  3. Become aware of the key points of customer service that lead to great customer satisfaction and take action accordingly.

Training Objectives

1. Understand the importance of customer satisfaction

You must fully understand the meaning of ''Customer Satisfaction'' otherwise it will be impossible to meet and satisfy customers needs. Participants will begin by learning the basics of Customer Satisfaction; from there they will have a deeper understanding of the importance of improving customer satisfaction.

2. Learning from case studies and thinking about how to interact with customers

There are companies around the world that have built customer loyalty by purely focusing on customer service and trying to differentiate themselves from other companies. Participents will learn key points and examples from actual companies that will help them improve customer satisfaction.

3. Develop a customer service method that will lead to customer satisfaction

By conducting a customer service self-evaluation then incorporating the points learned in the training, participants can develop a customer service method that will lead to improved customer satisfaction.

Estimated Training Duration

6 hours (subject to change)

Customer Satisfaction Training Curriculum

Other training content can be incorporated into the curriculum upon request at no additional charge.

1. What is Customer Satisfaction? [Goal] Understand the meaning of Customer Satisfaction, and understand why Customer Satisfaction improvement is necessary
  • What is Customer Satisfaction? [From the Customer and the Company's Perspective]
  • What is Customer Satisfaction? [The reason why companies want to achieve great customer satisfaction]
  • Work: What are the possible outcomes of high/low Customer Satisfaction?
  • Importance of Customer Satisfaction [Shifting from buying goods to buying services]
  • Companies that built high customer loyalty [Trust and passion towards the products and services]
2. How to achieve customer satisfaction? [Goal] Be passionate about providing service that leads to great customer satisfaction
  • Work: Satisfied and dissatisfied customer service experiences [Have a discussion based on personal experiences]
  • Customer Satisfaction and Customer Expectations [What is required to exceed customer expectations?]
  • Five elements of customer satisfaction [Reliability, Responsiveness, Assurance, Empathy and Tangibility]
  • Customer service that leads to improvement or failure [Exceeding expectations, turn customer complaints into opportunities]
  • Work: Customer service that leads to improvement or failure
  • Impress you customers [Go above and beyond to exceed customer expectations]
  • Treat customers with great hospitality
3. The Basics of Customer Service [Goal] Understand and learn the mannerisms and phrases used in customer service industry
  • Facial expression and Personal Apperance [Creating good first impressions]
  • Work: Smile training, Personal appearance check
  • Work: Positive body language (how to stand, how to sit, how to present) [Check for strange habits]
  • Greetings, Expressions, 8 major terminologies in customer service [Effects of Language, Honorifics, Buzzwords, Formal language, Filler words]
  • Customer service skills for different situations [From welcoming customers to send-offs]
  • Communication is key [Communication skills required for customer service]
  • Work: Customer Service Role Play
  • Work: Active Listening & Effective Questioning
4. Customer Service Mindset [Goal] Develop a customer service mindset to raise the level of customer satisfaction
  • Case study: How to provide outstanding hospitality from customer's perspective
  • What is hospitality?
  • Work: Think about hospitality in practice.
  • Concept of employee handbook
  • How to handle customer complaints [step-by-step process for responding to customer complaints]
  • Role Play: Handling Customer complaints
  • Emergency Preparedness and Response [Do not panic/prepare for emergency/disaster drills and countermeasures]
  • Work: Countermeasures and responses in the event of an emergency
5. How to improve Telephone Customer Service [Goal] Ability to improve customer satisfaction during telephone contact
  • Work: Review and analyze past phone conversations [Go back and review what worked and what didn't]
  • Key points to be aware of when answering the phone [Without seeing the customer, active listening is better than speaking]
  • Work: Key points when participents are answering the phone on a day to day basis
  • Expressions [Double check frequently used phrases when on the phone]
  • Things to be aware of when receiving a call [Be aware of time, create a good impression and make the customers satisfied]
  • How to make a good impression over the phone. [Using the check sheet and see if you are doing it correctly]
6. Goal Setting [Goal] Incorporate the key points learned in the training into the work environment and put them into action.
  • Work: Review your customer service skills [Use a Self-Assessment Score Sheet]
  • Work: Setting goals [Set goals and specific actions based on the results of your Self-Assessment Score Sheet]

Training Cost

We provide tailored training programs for an entire company at a fixed rate. We will send you a quotation based on estimated training duration and number of participants.

  • The number of participants, training content and training formats can all be adjusted afterwards with no additional charge.
  • Last minute changes can be made with no additional charge.

Customer Satisfaction Training Participant Requirements

This training course is suited for those who are in their first year of customer service, or those who are new to customer service due to department transfers or change of jobs. Experienced personnel who want to go over the basics of customer service can also participate.

Area

Online and in-person training are available worldwide.

Frequently Asked Questions

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Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.
Online and partially web-based courses are both available upon request.

List of Frequently Asked Questions>

Related Training Information

This page is about Customer Satisfaction Training course planned for a single company. Please see below for other training courses and related training programs.

Reskill provide training services for a wide range of businesses.

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