Customer Service Training for Teams in the Client Service Sector (Sydney & Australia)
- 100% customised for your teams
- Why learn with strangers? Your team, your pain points, our solutions
- Trusted by Westpac, TJX, NSW Government, NSW Fire & Rescue, Transurban, and many others
- Choose onsite in your office or virtual
- Experiential Learning using your own Scenarios
- Please note, we do not cater to individuals
Customer Service Training for Teams
Duration
1 Day
Prerequisites
None
Quick Glance
By the end of this Client Service Training course you will have a sound understanding of :
- Customer relations
- Telephone etiquette
- Communication skills
- Assertiveness skills
- Influencing skills
- Managing Conflict
Why Training is Important for Businesses
Customer service strongly influences customer satisfaction, loyalty, and long-term business success. Organisations that provide consistent, high-quality service build stronger customer relationships and gain a competitive advantage.
Investing in customer service training helps your team:
- Improve customer satisfaction and retention
- Build trust and long-term relationships
- Respond confidently to complaints and challenges
- Deliver consistent service across all touchpoints
What Your Team Will Learn
By the end of this customer service training, your team will be able to:
- Anticipate customer needs and exceed expectations
- Create strong, positive first impressions
- Communicate effectively across phone, email and face-to-face interactions
- Build rapport and lasting customer relationships
- Handle difficult customers and complaints professionally
- Apply practical techniques immediately in the workplace
What is Customer Service Training?
Customer service training equips employees with the skills to communicate effectively, resolve issues efficiently and deliver a consistent, high-quality customer experience across every interaction.
It focuses on practical capabilities such as communication, active listening, problem-solving, emotional intelligence and handling difficult customers ensuring your client service team represents your organisation professionally at all times.
Overview
- Learning Objectives
Customer Service
- Who are your customers and what do they expect
- Customer needs
- RATER Model
- Impact of poor client service
Telephone Etiquette
Learn how to :
- Answer Promptly: Aim to answer calls within the first few rings to show attentiveness and professionalism.
- Greet Warmly: Start with a friendly greeting that includes your name and the company name, e.g., “Good morning, this is [Your Name] from [Company Name]. How can I assist you today?”
- Speak Clearly and Professionally: Use a clear, calm, and friendly tone of voice. Avoid using slang or jargon.
- Listen Actively: Give the caller your full attention, and avoid interrupting while they speak. Paraphrase or ask clarifying questions to ensure understanding.
- Be Patient and Empathetic: Show empathy and understanding, especially when dealing with frustrated or upset customers.
- Use Positive Language: Frame responses positively, even when delivering bad news (e.g., “I’ll do my best to resolve this for you” instead of “I can’t help you with that”).
- Hold with Respect: If you need to place a customer on hold, ask for permission first and keep the hold time brief. Check back periodically if the hold is longer than expected.
- Manage Interruptions: Minimize background noise and distractions to ensure the conversation is clear and focused.
- Confirm Understanding: Before ending the call, summarize key points and confirm any next steps or follow-up actions.
- Close Professionally: End the call with a polite closing statement, such as “Thank you for calling, have a great day!”
Communication skills
- Understanding communication
- The behaviour impact cycle The communication flow
- Barriers to communication Face to face communication
- Impact of body language
- Tone of voice
- Words/Positive language
Listening skills
- Active and passive listening
- Listening quiz
- Questioning skills
Assertive Behaviour
- Passive behaviour
- Aggressive Behaviour
- Assertive Behaviour
- Saying no
- I statements
Influencing Skills
- Separate people from problems
Responding to conflict and complaints
- Anger and our brain
- Key principles for dealing with angry customers
- Taking the HEAT with angry customers
Written Communication
- Writing an email to request action
Action plan
Our Clients
Our Clients
Trusted by Australian Organisations
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“Rave reviews from our staff who attended training with Trainers Direct. Some even said it was ‘the best training they’ve ever done’ and everyone was eager to put their learning into practice!”
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“Lauren was fantastic. Some new things but reminded of some standard things I had forgotten”
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“Great experience. The teaching session was enriching and interesting all the way! Great job done.”
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FAQS
Do you provide on-site Customer Service and Client Service training at our offices?
Yes. Trainers Direct specialises in on-site Customer Service training in Sydney, NSW and Australia, delivered at your workplace. We come to you, saving your team time and ensuring hands-on, real-world learning in your actual work environment.
What is the maximum class size?
We recommend a maximum of 16 participants, unlike many other providers, we keep group sizes small to ensure each person receives personalised support and hands-on attention.
Can I get a Tailored Customer Service training session at my Sydney Office customised for my team?
Absolutely. Our Client Service training can be contextualised to your needs. Whether you’re communicating face to face with customers or over the phone (or both), we can design the training around your specific needs.
How long are the training sessions?
We offer flexible scheduling options: Our standard Customer Service Training course outline is a full day however we can deliver short half day sessions for very small groups or split sessions for virtual workshops.
Is the Customer Service training hands on?
Yes, our Customer Service training is instructor led with real life exercises all the way through, you will be encouraged to ask questions and bring your own scenarios along to the workshop.
Will there be any Course Materials?
Yes, a printed workbook is provided for the training. During the session, you’ll have access to hands-on exercises and interactive labs, which you’ll work through alongside your facilitator.
Who delivers the training?
All Customer Service training sessions are taught by professional facilitators with hands-on industry experience and a Certificate IV in Training and Assessment or equivalent.
Onsite Training
Roving Trainers
Virtual Training
Training Roll-outs
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Call Us
02 9454 7702
Hours
M-F: 9am - 5pm
S-S: Closed