Course details

Identify customer types, set customer expectations and maintain a positive attitude when working with customers.

Course Outline

1 - Customer service fundamentals

  • Customer service and customers
  • Understanding the importance of good service
  • Identifying the types of customers
  • Customer interaction
  • Building rapport with customers
  • Communicating with customers
  • Customer expectations
  • Responding to a customer
  • Exceeding customer expectations

2 - Customer service skills

  • Attitude and attention
  • Demonstrating a positive attitude
  • Providing extra attention
  • Quality of service
  • Providing good customer service
  • Discussing the steps in service process
  • Problem resolution
  • Learning from problems
  • Resolving problems

3 - Customer management

  • Dissatisfied customers
  • Understanding a dissatisfied customer
  • Preventing dissatisfaction
  • Handling dissatisfied customers and complaints
  • Angry customers
  • Handling an angry customer
  • Diffusing anger through listening
  • Upset customers
  • Discussing the basics of serving an upset customer
  • Serving an upset customer
  • Stress in service situations
  • Controlling your emotions
  • Reducing stress

4 - Customer communication

  • Communication fundamentals
  • Understanding clear communication
  • Analyzing communication breakdown
  • Interpersonal communication
  • Communicating clearly with customers
  • Understanding nonverbal and verbal aspects
  • Telephone skills
  • Providing good service on the telephone
  • Understanding telephone etiquette
  • E-mail etiquette
  • Composing effective e-mail messages
  • Using attachments effectively
Updated on 08 November, 2015

About New Horizons Ireland

With a very convenient location next to Jervis street in Dublin 1, we offer a wide range of IT and business skills courses and we can also send our instructors to your location.

We are 100% Irish owned, but we are also part of the largest independent IT Training Provider, New Horizons Computer Learning Centres who deliver more courses than any other IT training company.

Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by.

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