Do you create positive, lasting impressions with your clients in Hong Kong whenever you interact with them? Have you retained your old clients while attracting potential ones? If your answer is "NO" then there might be something wrong with your company’s customer service process. In order to gain loyalty and magnetise potential clients, an organisation must present world-class service to them.

Discover how to positively connect with your clients with a Customer Service training course from PD Training. This course demonstrates sensible ways to retain your valuable clients and win repeat business. The training illustrates how to gauge your organisation’s ability to meet and surpass your customers’ needs and expectations. A good customer service program does not only affect the interaction between employees and clients, but employees with superior customer service skills experienced a higher sense of commitment to their jobs.

Make the first move toward becoming more customer service centred by enrolling in this course. This fun and engaging Customer Service Training Course is available now throughout Hong Kong, including Central.

This Customer Service training course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology.

For onsite training at your location, please click on the Group Training Quote button, or contact us today for a free personalised quote!

Your Learning Outcomes
Customer Service Training Course

After attending this course, participants will be able to:

  • 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 focussed, attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate return business
  • Practice techniques for developing good will through in-person customer service
  • Formulate take away 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
Duration: 1.0 day course



Reviews

Customer Service Training Course Reviews:

It was fantastic to have Jessica come in and train our team. The course was highly appropriate for our support centre and I believe each individual benefited from the training provided. Jessica did a fantastic job of engaging each of the staff members and had each of them contribute to the day. She tailored the training to our specific requirements and worked on the fly where needed to get the most out of our team. Ryan has done a great job to sort through any concerns or initial reservations that I had in regards to training and helped pick the right course for our team. Overall a really great experience and I will be recommending follow up courses to my management team in future.

-Siteminder



I have always received fantastic service, co-operation and response from PD Training. They always go an extra mile to serve their customers. I strongly recommend PD Training to all my industry colleagues.

-Clayton Salon


The trainer Kirsty was organized topic of training very well. She made satisfied my expectation of this training. Thank you very much.

-Menya Noodle Bar


This was one of the best trainings I have participated in, my team were all really impressed and enjoyed the training immensely. Thank you Michaela was terrific!!

-Grampians Community Health


Sally was a really great teacher. She was positive, helpful, really friendly and she answered every question I asked her. She made it a really enjoyable course! Thank you!

-Freebott PTY LTD


It well structured and the facilitator was very friendly and clear.

-Freebott PTY LTD


The course was very well run and I think everyone enjoyed it, it was topical and everyone seemed to have input.

-Metcash/IGA


The course was dynamic, relevant and well received by all participants. Troy is a confident and engaging trainer who delivered a fantastic session. I will be recommending this course and your company for future AEC training requirements.

-Australian Electoral Commission


I really enjoyed the course and thought the presenter was excellent. His personal recounts were relevant and topical. His engagement with staff was excellent... I gained a refreshed outlook and up to date information.

-Australian Electoral Commission


Very good training, would recommend to friends in 'Customer Service Roles'.

-Siteminder


What enhanced the session was the enthusiastic participation and input by all members of the group.

-Siteminder


Awesomenessly awesome!!

-Siteminder


Trainer had a high level of energy and understanding of group dynamics.

-Tafe NSW


I thought that the course was a great help to the Library Staff.

-Tafe NSW


Pam made a subject that could have been very boring exciting and interesting to learn. Enjoyed all her stories and created a great rapport with all staff.

-Tafe NSW


Full of fun and very useful session. it was worth attending it.

-Tafe NSW


Held our interest all day, very professional.

-Grampians Community Health


Congratulations to Michaela. She involved all participants in the activities/discussions and was very flexible in how parts of the discussion went and then easily brought us back to the main aim of the course. Her summations was great as well.

-Grampians Community Health


Michaela is a fantastic trainer, she really knows her stuff, delivery was great. Fantastic day can't say enough nice things about the whole experience. Thank you.

-Grampians Community Health


Nothing the Trainer we had was one of the best I have had over the 7 years I've been here.

-Holcim


Karen was great! Energetic, encouraged a laugh and it didn't like a boring training course at all it was educational yet fun!!

-Holcim


Fantastic Trainer - look forward to her presenting other courses that I will be invited to. The course reminded me to apply my customer skills so that customers can get 100% satisfaction.

-Holcim


One of the most beneficial courses i have ever attended. Anne was very helpful and professional. She is worth more money.

-Holcim


Julie was a wonderful presenter. She was able to tailor the session to address the issues/needs identified during the session for individuals and made it relevant for the group.

-Queensland Parliamentary Service


I would just like to say that the course was a lot of fun and certainly gave insight to things I had not been aware of before even though I have spent many years in Customer Service. Thanks for a great experience.

-Metcash


Having been to many seminars and courses over the years, it was refreshing to have an overview of the experiences I have gained. I guess the most useful part of the course was the "up-to-date" customer greetings face to face and over the phone. Time change I guess. I enjoyed the interaction with my fellow workers and the chance to have my own input.

-R&S Trading


I found that team work was really helpful and talking bout what everyone else has experienced and how to deal with it.

-Clockwork


The presentation was very professional & the subject is a big part of our day to day life dealing with clients, fellow workers & family/friends.

-MGA Insurance Brokers Pty Ltd


Speaker was great! very funny and made it a bit more fun! :)

-MGA Insurance Brokers Pty Ltd


The trainer was very friendly and enthusiastic and made the course very interesting.

-MGA Insurance Brokers Pty Ltd


Anne was great - very engaging - I felt that I can use the tools she has given me.

-Dept. of Sustainability Environment Water Population and Community


Trish did a fantastic job with our slightly dysfunctional group. Her background knowledge on neurology and the way the brain works in terms of 'being present' and 'above the line' was GREAT! To be honest I thought this course was going to be dull and bland but experienced the complete opposite, would recommend a training session with Trish anytime!

-Armada Solutions


Trisha delivered the session in a great way, I was impressed with her knowledge and I believe we gained good value out of the exercise.

-Armada Solutions


Love the way the course was set out very fun and friendly.

-Department of Health (Vic)


I though Ann was absolutely FANTASTIC. Very friendly, outgoing and fun without being unprofessional. Easy to listen to and understand - you have a great trainer on your hands!

-The Sound Alliance


Thank-you Simon. The day left me feeling positive and refreshed ready to go forward with many new and revamped ideas.

-Almax Aluminium


I was a bit skeptical about this, as I usually am with these sort of things. But I found it to be a really enjoyable & easy experience, and I feel that everyone in the course not just myself could take a lot away from it.

-Vinidex Pty Ltd


More happy clients




Course Outline
Customer Service Training Course

Download Customer Service Training Course Outline

Foreword:

In order to create excellent customer satisfaction in Hong Kong, you need to go beyond good customer service and exceed your customers’ expectations by providing 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.

 

Customer Service Training Course - Lesson 1
Brand Ambassador or Brand Assassin?
  • What is customer service?
  • Customer Behaviour
  • Why Customers Leave
  • The Benefits of Brilliant Customer Service
  • Module 1: Reflection
Customer Service Training Course - Lesson 2
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Module 2: Reflection
Customer Service Training Course - Lesson 3
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Module 3: Reflection
Customer Service Training Course - Lesson 4
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Module 4: Reflection
Customer Service Training Course - Lesson 5
Navigating the Negatives
  • Learning from worst-case scenarios
  • The Steps of Acknowledgement
  • Handling Tough Situations
  • Module 5: Reflection
Customer Service Training Course - Lesson 6
Creating a Service Culture
  • Management Focus
  • What can you do?
  • Living the Culture
  • Module 6: Reflection
Customer Service Training Course - Lesson 7
Reflections
  • Create an Action Plan
  • Accountability equals Action

In-House Training We’ll focus on what matters most to you and tailor to your context


Delivery Options for In-house training

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Embed Learning A great training course is only the beginning to lasting change.

To help you get lasting change from training we engage your participants

Before training

Pre course activity & chat with the trainer about personal learning goals

During training

At the course conclusion participants are encouraged to add an action plan and select an accountability buddy

After training

  • Participants can access course materials and extension content + more
  • If they picked an accountability buddy, they will have that meeting as well

We welcome your participants for Refresher Training on our public classes at no cost for 12-months (subject to availability)

All made easy via our orgmenta participant app

More ways we can help achieve lasting change include:

1. Make it Stick Packs - 6 months of 10-15 minute activities to run at meetings

Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.

When you choose this option, we provide your nominated Learning Champions with a 3-hour session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand alone lunch 'n' learn sessions.

Make it Stick packs are available for all PDT Signature Series courses.

2. Follow-Up Coaching by our Trainers

Our Trainers can come back onsite and run coaching and reinforcment sessions for your team members. These sessions are most commonly 90-minutes long, and are designed to help people share and collaborate, helping them gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.

Our purpose is to deliver lasting impact, and we believe this is a powerful step in achieving lasting change, so to encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.

3. Physical Products - visual reminders to keep key concepts alive

Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, these come through the REACH Profiles that is integrated into many of our courses.

The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.

The insights are put into practice by appreciating the benefits of our diversity and either learning to adapt or implementing a strengths-based management approach.

We have a great range of high quality products that can keep these impactful moments top of mind back in the workplace.

REACH to my Team
Visualizer / Reminder

The REACH Team Visualizer/Reminder can be used in multiple ways in both training and in the office. When displayed in a high traffic area REACH will be kept top of mind. Below are guidelines for use of the REACH Team Visualizer / Reminder which is also in downloadable format.

The REACH Team Visualizer / Reminder comes in two sizes of A0 841 x 1189 mm and A1 594 x 841 mm and is made from a sturdy 5mm corflute.

REACH to my Team Visualizer / Reminder guidelines for use

  • For this activity the simplest way to plot all participants on the REACH Grid is by generating TEAM Insights Report from the REACH Ecosystem which will give the position of everyone participating.
  • Place the REACH Team Visualizer / Reminder on a flat surface, preferably a wall, where it is clearly visible. Ask participants to mark their REACH position on the grid with a sticky dot. Recommend that participants put their initials on the sticky dot so they can easily locate themselves later. Each person’s REACH can revealed one at a time in a group activity. This allows for everyone to identify the dynamic that they will have with each other. Are they in the same quadrant or are the polar opposites? How do they "REACH" each other?
  • When you construct this activity with participants who have not seen their REACH score, they begin to develop a sense of self-awareness and their blind spots as well as of those around them.
  • The REACH Team Visualizer / Reminder is a powerful way to keep Team Dynamics and REACH alive. It can be revisited on a regular basis, people can be added, removed or moved by simply adding, removing or moving dots.
Download REACH Team Dynamic Visualiser guidelines

Keep it Alive
REACH Cubes

REACH Cubes are designed to build empathy and grow an appreciation for thinking differently. They encourage productive and positive interactions in the workplace, workshop or personal development sessions. They can be used in any creative way to grow REACH and below we have provided two recommended activities for use. The REACH Cubes pack comes with 4 REACH Cubes one representing each REACH Quadrant. Each REACH Cube is 7.5 cm squared and are made from durable EVA Foam.

Keep it Alive REACH Cubes Activity 1 – Thinking Outside the Square

When people are participating in activities during REACH workshops, training or personal development sessions provide each participant with a REACH Cube and ask them to complete the activity or interaction Thinking and Behaving based on what REACH Cube was provided to them.

Are they the Advisor focused on detail and doing?

or a Coach focused on People and Action?

This brings a whole new level of empathy building and appreciation for the strength of thinking differently.

Keep it Alive REACH Cubes Activity 2 – Grow Your REACH in your space

After REACH has been introduced using the REACH Training continue to keep REACH alive in the workplace by providing each person with a set of 4 REACH cubes to take back to their work space.

Personal REACH and the REACH of their colleagues can be grown by using these cubes on a regular basis with these great ideas:

The Desk Stack:

Stack your REACH Cubes on your desk and on top of the stack place the cube that is reflecting your current REACH zone. Ensure that you have the side that says “Thanks for dropping by, right now I am in my __________ quadrant” facing outward so those approaching your work space know how you are feeling and acting at that current time. This is designed to help those around you recognise different behaviours/responses they may or may not receive from you based on the situation and REACH zone.

Think Before I Act:

Use your REACH Cubes to be mindful of your interactions with others. Whilst interacting use the cubes to review your behaviours and actions. Take up the cube of the quadrant you currently feel you are in and review these sides: Think before I act: Is this what I need to be right now? Flip the cube over to the side of the profile overview and think about the style in which you are Communicating, Conflict-handling, Delegating etc. Is this what you need to be to REACH the person you are interacting with? If not find the REACH Cube that best suits the situation and maximises your REACH with that person and use the profile overview to help guide your interaction.

Download REACH Cubes Activity File

Learn to REACH
Labels

Learn to REACH Labels are a great low-cost substitute for the REACH Caps or REACH Cubes or the more physically interactive REACH Floor Mat. They work well in small and large team activities and can be used as a quick way to identify how others act and think through a different quadrant that is not theirs. They can learn to appreciate the different communication, conflict handling, delegating, planning and learning styles of others and through this increase their REACH.

The REACH Labels are made of a high quality fabric sticky labels that are designed to last all day training sessions.

These work well after training when stuck to people’s monitors or workstations.

View all of the REACH Training and reinforcement products Here
Not exactly what you needed? Try other courses in the Customer Service Courses Category


Customer Service Training
4.45 out of 5 from 49 responses
 
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