Winning with Customer Service

Course details

This course aims to provide participants with simple and specific interpersonal skills that will help them to exceed customers’ expectations, and also to help participants achieve positive results when communicating by telephone through acquiring greater self-confidence, and more effective exchange of information.

Objectives

Upon the completion of this course, the participant will:

• Possess a strong understanding of what is customer service
• Understand their inpidual strengths and weaknesses, through awareness surveys, of their own customer service skills
• Recognise and realise their customers’ needs, wants and expectations, and identify how to exceed them
• Know their organisation’s focus on customer service
• Demonstrate skills in dealing with upset customers
• Have a clear understanding of how internal customer relations impact external customer relations

Target Audience

Employees who deal with internal and external customers

Course Structure

This course will use interactive training methods of a combination of lecturing; group discussion/exercises; assessment surveys and questionnaires; case studies; role play activities; and video-based learning

Program Content

• Module 1: Introduction to Customer Service
• Module 2: Customer Service: Communication Skills
• Module 3: Customer Analysis: Knowing your Customer
• Module 4: Calming Upset Customers
• Module 5: Telephone Customer Service
• Module 6: Time Management Strategies
• Module 7: Stress Management Strategies