Advanced Customer Service Skills for Cashier Staff

Course details

Customer service is increasingly becoming a vital business issue as organizations realize the benefits of an integrated, strategic customer service management system for providing effective customer support. Professionals working within customer-focused businesses, or those managing their organization’s customer service function, need to keep informed about the latest techniques and experiences. From small customer service departments to large call centers, the importance of developing a valued relationship with customers via a Customer Service Management System is an essential foundation of long-term business growth.

Objectives

Upon successful completion of this program, the participants will be able to:

• Recognize the importance of delivering excellent customer service so that you can help to build, maintain, and increase your organization’s customer base.
• Maintain a Positive Attitude and Build Rapport with Customers.
• Focus on the customer so that the inpidual is motivated to return.
• Handle complaints so that customers are satisfied.
• Cope with stress so that you maintain a healthy level of work-related stress.

Target Audience

Employees who are required to deal with customers

Course Structure

This course uses different methods of delivery will be used by incorporating learning activities such as inpidual and group assignments, case studies, group discussion, and role plays which use the company's own products and services.

Program Contents

• Module 1:  Fundamentals of Customers Service
• Module 2: Knowing you Customers (Internal & External)
• Module 3: Meeting and Exceeding the Customer Expectation
• Module 4: Customer Service as a Philosophy
• Module 5: Importance of Assertiveness Skills in the Customer Service World?
• Module 6: Dealing with Difficult Customers
• Module 7: Staying Calm When the Pressure is On
• Module 8: Personal Action Plan to enhance learning.