Overview
Elevate your customer service game with our two-day Customer Service Training. Designed around six critical elements, this course goes beyond promises to deliver exceptional customer experiences. Focused on effective communication, active listening, emotional intelligence, rapport-building, and managing difficult situations, our expert Trainer and Coach guide participants through practical activities, role plays, and case studies for a comprehensive understanding of Service Excellence. Ensure your team leaves prepared to create lasting, positive customer interactions for business success and long-term customer retention.
Course Modules
- Course Overview
- What is Customer Service?
- Who Are Your Customers?
- Meeting Expectations
- Setting Goals
- The Second Critical Element – Defined in Your Organization
- The Third Critical Element – Given Life by the Employees
- Communication Skills
- Telephone & Email Techniques
- Role Play
- Emotional Intelligence in Customer Service
- Dealing With Difficult Customers
- Dealing With Challenges Assertively
- Dealing With Difficult People
- Group Activity & Role Play
- The Fourth Critical Element – Be a Problem Solver
- Seven Steps to Customer Problem Solving
- The Fifth Critical Element – Measure It
- The Sixth Critical Element – Reinforce It
- Dealing With Stress
- Group Activity – Service Excellence
Learning Objectives
At the end of this training, you should be able to:
- To demonstrate an excellent customer service approach
- To make a choice to provide customer service
- To understand how your own behaviour affects the behaviour of others
- To learn understand skills of effective communication and active listening in customer service
- To demonstrate confidence and skills as a problem solver
- To apply techniques to deal with difficult customers
- To use emotional intelligence in attracting and managing customers
- To explore and create action plans and strategies for service excellence
Who Should Attend
This course is designed for Senior Executives, Leaders, Supervisors, New Managers, Managers, Middle Managers, Senior Managers and identified individuals in the organisation, integral to the business objectives and targets.
Course Duration
Two (2) Days
Important Note: Course Outline and Duration can be customised according to client's requirements
Things you would like to highlight or CTA
Elevate your customer service to new heights! Join our training program and unlock the critical elements that transform interactions into memorable experiences. Empower your team with the skills they need to exceed customer expectations and build lasting connections. Elevate your service, elevate your success – enroll today !
