Customer service training
Customer service training is an integral element of any business, whether you've just opened your doors or you're a long established company. It is vital that your front line staff are trained in delivering effective customer service.
With our online customer service training, we can set your team on the right track to giving the impression you want. By taking part in our online course, you can ensure positive first impressions for lasting results.
Best Customer Service Training
We believe that our online customer service training will enable you to equip your team with the tools they need to ensure incredible customer satisfaction. Set your business apart by providing excellence in customer service.
Book a no obligation free trial HERE >>>
1 Minute Videos
Acknowledge Customer Contact
Customers just want to know what is happening. If you acknowledge a customer's initial enquiry or visit as soon as they arrive, they feel welcomed and important. If you ignore a customer either unintentionally or deliberately, you have created a negative impression and immediately tell the customer they are not that important. Here we share some ideas on how we can acknowledge customer contact effectively.
Adding Value
In this one minute video we share some tips on how to provide a better customer experience through adding value. Things like sharing additional benefits, mentioning special offers and providing additional information can all add value to the customer.
Being Polite
In this video, we demonstrate some of the benefits and ways of being polite.
Make their day
In this video, we explain some ways to help make the day of another person. This could be a customer, work colleague, staff member or manager. One of the four fundamentals of the Fish! Philosophy is 'Make Their Day'
Positive affirmations
This video explains the reasons and ways to provide the customer with a positive initial response to query. Not just a positive first impression but a positive response to give confidence to the customer that you can help. Whether it's on the phone or face to face the same principles apply.
Positive First Impressions
When a customer first contacts your business, they will form an impression of the whole business very quickly. That's why it's so important to create a positive first impression. In this module you will learn key ways to create a positive first impression to enhance both your customer's experience and your own.
Showing Empathy
Understanding and showing empathy are key skills to help get on side with a customer. This video outlines some things you can do to build on these skills.
Moments of truth
This video explains moments of truth - every time a customer makes contact or has a touch point with your business it is a 'moment of truth'.
Great Customer Service Tips
5 tips on ways you can provide great customer service
Live Chat Tips
As live chat becomes used more and more this 1 minute video will give some quick tips and techniques to ensure you get the most out of using live chat
Training Modules
Being Polite
A key skill in customer service is to be polite. Simple ways to show politeness can go along way to enhance your customer relationships. In this module we explain some tips and techniques on being polite and the effect it can have.
Customer Retention
Customer retention is vital for every organisation's survival. In this module you will learn a number of retention strategies as well as the lifetime value of a customer and how to increase customer loyalty.
Customer Journey Mapping
Every customer goes through a journey when dealing with your organisation. This module explains what customer journey mapping is and how to make the customer journey a more enjoyable experience.
Customer Service Excellence
Customer service is fundamental in providing the best experience for your customers. In this module we explain ways to ensure top level service is provided and tips and techniques for doing so.
First Contact Resolution (FCR)
In this module you will learn all about first contact resolution (FCR). We share some handy tips and techniques on improving FCR and strategies for making it more effective.
Keeping customers informed
One of the most frustrating things for a customer is to not hear back from an organisation on what's happening with their query. This module tackles this subject and will help you understand what frustrates customers, how to keep them informed of progress, better expectation setting and how to improve the customer relationship.
Knowing your business
In this module you will learn about the importance of knowing your business and understanding how that knowledge can assist you with providing better customer service.
Managing Customer Needs
Every customer has needs to be managed. In this module we explain how to effectively manage their needs through good listening and communication techniques, having the right attitude and understanding behavioural traits.
Managing Returns
Customers may need to return a product. It's important that they have as good an experience in returning as they did in buying. In this module you will learn how to manage a return well, how to reduce the rate of returns and how to provide extra customer care.
Positive First Impressions
When a customer first contacts your business, they will form an impression of the whole business very quickly. That's why it's so important to create a positive first impression. In this module you will learn key ways to create a positive first impression to enhance both your customer's experience and your own.
Showing Empathy
Showing empathy is a key customer service skill and helps to build quick rapport with the customer. In this module you will learn the difference between sympathy and empathy, how to show empathy sincerely and how to build trust with the customer.
Advanced Customer Service Intro
This introduction gives you an overview of the techniques required to offer advanced customer service and ways to increase the levels of service being offered.