CUSTOMER SERVICE

CUSTOMER SERVICE
SKILLS TRAINING COURSES
T +27 (0) 123 743 66 15 M +27 (0) 72 596 80 71 E info@ddvmanagement.com. W www.ddvmanagement.com.

TABLE OF CONTENTS
Customer Service
Overview page 3
Objectives page 3
Outcomes page 3
Methodology page 3
Training Courses
Introduction page 4
Customer Service Excellence page 4
Presentation skills page 5
Telephone etiquette page 6
Sales training page 7
Bespoke training page 7
Coaching page 8
Contact Information page 9

CUSTOMER SERVICE
OVERVIEW
Customers today demand world-class service. They’ll reward companies that provide it by
remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer
service representatives are the face and voice of your company. Businesses today realise the value
these front-line employees bring. Those that invest in their employees' success see the quick
return on investment that customer service training provides.
OBJECTIVES
‣ Keep conversations on track using a conversation framework and call
control techniques
‣ Adapt own communication style to build rapport with the customer and
show empathy for the customers situation
‣ Use language that is `can do` and initiates a positive customer response
‣ Ask probing questions to establish the customer’s requirements
‣ Summarise and paraphrase important points back to the customer
‣ Demonstrate a readiness and willingness to listen to the customer
‣ Present their company in a positive manner
‣ Design a call framework to keep control and sell additional products
‣ Gain agreement from the customer on the next stage in the process
OUTCOMES
‣ Improved customer satisfaction scores
‣ Reduced escalations
‣ Increased call resolution rates
‣ A common service language
‣ Improved staff morale and reduced turnover
‣ Improved productivity
METHODOLOGY
A range of teaching methodologies will be employed throughout the training. They include
presentations to explain new information and ideas; plenary discussions to obtain participants
views and opinions; group activities to enable participants to work with one another;
demonstrations, role plays and case studies.
Teaching methods are taken into account the special needs of participants including their
experience, role within the company and habits.
The participants are encouraged to engage and give scenario’s they deal with on a daily basis as
examples to how we can improve our customer service.
Customer service training courses page 3

TRAINING COURSES
Introduction
DDV TRAINING is an expert in the field of customer service. With almost two decades
experience in the customer service sector and 15 years as a trainer in customer service we can
make a profound difference by a blend of determination, attitude and a burning desire to
succeed. Our customer service training courses are inspirational, enjoyable and successful,
elevating delegates and their organisations to greater business effectiveness.
We believe in diversity and excellence. Therefore all our trainings are tailored to your company
and needs.
Extensive research will be done into your company, so that during practical exercises we can
practice and discuss examples as close to the reality as possible.
Our clients come back to us time and time again not just for our proven expertise, but also for
our enthusiasm and careful attention on every project.
Customer Service Excellence
Any individual employee alone is very unlikely to achieve major changes in the quality of
customer service in an organisation, our workshop training modules are therefore carefully
researched and delivered to build up a critical mass of people who are pulling in the same
direction to collectively consider:
‣ Why how we perform matters
‣ What's different about good performance
‣ Performance standards
‣ Turn complaints into opportunities
‣ Listening skills
‣ Assertiveness
‣ Effective communications
‣ Internal clients
‣ Customer-focused organisations
‣ First contact
‣ Customer rapport
‣ Develop a reputation for reliability
‣ Managing expectations
By careful research and development of workshops we can consider and practice solutions to
known or likely situations. Even faulty goods can be forgiven and loyalty retained provided the
situation is handled well.
Customer service training courses page 4

TRAINING COURSES
Presentation Skills
Everyone taking part in our presentation training modules carry out a number of different
presentations progressing forward by constructive feedback building confidence in a positive
way.
Video is used to identify strengths and weaknesses in a relaxed light hearted atmosphere for
delegates to later prepare for a formal presentation to give to the course participants.
By the end of the presentation skills session delegates will feel more confident that they have
identified the right message for the audience, be able to make a lasting impact and be able to get
their message across clearly and effectively. Delegates prepare a personal improvement plan at
the end of the course by utilising constructive feedback by the course trainer and fellow
delegates.
Course content includes :
‣ Controlling nerves
‣ Planning and preparation
‣ Individual presentation needs
‣ Presentation types and styles
‣ Visual aids
‣ Managing difficult people
‣ Best use of existing strengths
‣ Body Language
‣ Interaction with an audience
‣ How to be stimulating
‣ Effective support materials
‣ Closing a presentation
Customer service training courses page 5

TRAINING COURSES
Telephone Etiquette
We firmly believe that any person likely to speak to a customer should attend a telephone
training modules particularly as that person may inevitably be 'put on the spot'. They should be
equipped with developed skills to understand and be ready to progress many opportunities. Not
only does this optimise every single sales opportunity that is likely to be there, but it also gives an
extremely professional gloss to the company.
Course content includes:
• The professional and positive image
• Understanding a customers behaviour
• Customer rapport
• Responding effectively to customer queries
• Positive language
• Effective questioning
• Proactive solutions
• Managing objections
• Understanding the needs of callers
• Customer care building relationships
• Action Plans
• Documented Standards
Customer service training courses page 6

TRAINING COURSES
Sales Training
Selling in today's competitive environment require sales personnel to be good detectives. A
thorough knowledge of the selling and buying process identifying why people buy is essential,
our sales training courses are developed to specifically deal with sales targeting and territory
planning and utilise video as a learning tool so that delegates can practice using their sales skills.
Course content includes:
• The buying and selling process
• Dealing with rejection
• Prospecting for sales leads
• Targeting and territory sales
• Managing time
• Setting an agenda
• Communication skills
• Questioning
• Dealing with objections
• Presentation skills
• Closing the sale
• Gaining commitment for future sales
Bespoke Training
All training courses are prepared following internal research tailored to include any specialist
topics according to organisational need or the skill level of participants.
Customer service training courses page 7

TRAINING COURSES
Coaching
With the current emphasis on helping individual employees to realise their full potential, the
techniques of coaching are fast becoming essential tools for managers and other professionals.
Our coaching modules sets the following delegate goals :-
‣ Nurture an environment where coaching can flourish
‣ Develop a team of people who relish working with each other
‣ Enhance the effectiveness of others through learning
‣ Create more time for themselves through efficient delegation
By investing small amounts of time to provide constructive feedback, mentoring and
encouragement, managers can substantially boost both their colleagues’ and their own
performance.
Course contents includes:
‣ Asking versus telling
‣ Giving and inviting feedback
‣ Reluctance of being coached
‣ Motivating
‣ Team coaching
Customer service training courses page 8

CONTACT INFORMATION
Private Bag x 1007
Post suite 779
Lyttelton
0140 South Africa
T +27 (0) 12 734 66 15
M +27 (0) 72 596 80 71
E info@ddvmanagement.com
M www.ddvmanagement.com
EV
CUST
DESE
EXCEL
ERY
GET IN TOUCH
Call or email today to request an assessment
or quote for your company.
Find out how we can help you to create a
happier customer and take the stress away
OMER
RVES
LENCE
from your employees.