Customer Service Training
Upcoming dates
Click a date to book online.
| Location | Dec 26 | Feb 27 | Apr 27 | May 27 |
|---|---|---|---|---|
| Auckland | ||||
| Wellington | ||||
| Christchurch |
Overview
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.
Who should attend
This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.
Prerequisites
There are no prerequisites for this course.
What you'll learn
In this course participants will:
- Explain what customer service means in relation to internal & external customers
- Recognise how one's attitude affects service standards
- Master ways to develop & maintain a positive, customer focused, attitude
- Develop needs analysis techniques to better address customer needs
- Apply outstanding customer service techniques to generate repeat business
- Practice techniques for developing good will through in-person customer service
- Formulate techniques for service excellence over the phone
- Gain insight to connecting with customers online
- Master techniques for dealing with difficult customers
- Acquire tools for recovering difficult customers
- Understand when to escalate an issue
Course content
In order to create higher levels of customer satisfaction in New Zealand, you need to go beyond delivering a "good" customer service and exceed your customers’ expectations with "exceptional" service.
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?
- Currently how do you improve your Customer Service Skills and approaches?
- Do you strive to continuously improve your customer service?
- Do you listen to your customers and their needs?
- 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 easier by consistently providing exceptional customer service.
After completing this course, participants will have learned to:
Topic 1: Brand Ambassador or Brand Assassin?
- What is Customer Service?
- Who I Interact with and What I Do
- Defining Customer Service
- Customer Touchpoints
- Why Customers Leave
- Changes in Customer Behaviour
- Why We Should Keep Customers
Topic 2: Customer Diversity
- Cultural Diversity and the Global Customer
- A Considered Approach
- Generational Differences
- Serving Different Generations
Topic 3: We Choose to Serve
- Do we Choose to Serve?
- Customer Empathy
- Is Replacing Customer Service with Robots a Good Idea?
- Stepping Into Your Customer's Shoes
- Principles of Great Service
- How Well do You Apply the Principles of Great Service?
Topic 4: Communication – the Key to Great Service
- Listening
- Active Listening
- Writing
- Written Communication
- Personal Style
- How Personal Style Influences Customer Service
Topic 5: Navigating the Negatives
- Learning from Worst-Case Scenarios
- The Power of Leaning In
- The 'First' Response
- The Steps of Acknowledgement
- Practising the Steps of Acknowledgement
- Tough Customer Situations
Topic 6: Creating a Service Culture
- A Question of Focus
- What Can I Do?
- The Courage to Act
Common questions
When does Customer Service Training next run?
The next date is Fri, 11 Dec 2026, and there are 11 further dates scheduled. Delivered ACE Training Auckland, ACE Training Christchurch, ACE Training Wellington. Every date and its format is listed on this page.
How much does Customer Service Training cost?
From $750 + GST per person. Pricing can differ by date and location, so check the option you want before booking.
Can we pay by invoice instead of by card?
Yes. Choose 'Pay by invoice' when you book and we'll hold your place and send the invoice to your accounts address, with a purchase order number on it if you need one. You can also pay by card at the time of booking if that's easier.
Do I need any prior experience?
There are no prerequisites for this course.
Can I attend online, or does it have to be in a classroom?
This one runs in-class. If you'd rather it ran online or at your workplace, get in touch and we'll look at options.
Can you run this course for my team?
Yes. Any ACE course can be delivered in-house at your workplace and tailored to your team's tools and goals — quote course code PDT0011 when you enquire.