* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high-quality service and assistance before, during, and after the customer's requirements are met.
This highly interactive customer service training course is designed to provide the foundation for quality customer service and focuses on building life-long customer relationships strategies.
What Do Participants Learn?
Highlight The Importance Of Service Standards And Their Impact On A Customer's Experience
Help Your Team To Think In A Customer-centric Way
Explain Service Language And Its Importance In Communicating With Customers
Offer Suggestions For Managing Service-related Stress
Who Should Attend?
Frontline Customer Service Representatives (CSR)
Field Service Representatives
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Introduction To Customer Service
Developing A Customer-centric Mindset
Who Are Your Customers?
When & Where Does Customer Service Take Place?
The Need For Customer Service
Rewards & Penalties
What Does Customer Service Mean To You?
Developing A Customer Friendly Attitude
Excitement Is Contagious
Active Listening and Questioning Skills to Identify a Customer’s Expectations
Body Language: How to Read Your Customer like a Book
Working with Aggressive, Expressive, Passive and Analytical Customers
The 7 Customer Service Expectations
Measuring Internal and External Customer Service Satisfaction
How to Use Customer Service to Increase Sales
“Going the Extra Mile” to Promote Customer Service Excellence
Using Social Media to enhance Customer Service
Protecting your Organisation’s Online Reputation
The Importance of Customer Complaints and Why they should be Encouraged
Empower Employees to Get the Job Done
Steps to Follow for Customer Service Recovery
Strategies to Help Calm Upset Customers
Managing Emotions During Stressful Situations
The Art of Giving and Receiving Constructive Feedback
Strategies for Negotiating Mutually Beneficial Outcomes