Customer Service

Customer Service Course: Overview

This customer service skills coaching course enables you and your team to deliver customer service consistent with the contemporary world class customers at every customer interaction. It enables you to meet customer expectations, address customer complains, exceed customer expectations, defuse difficult situations and positively impact the customer experience and ultimately improve the image of your organization. The course is ideal for every staff who deliver internal and external customer service, and customer service teams in general. The majority of participants attending are in customer facing or customer support roles, who want to develop their customer service skills and behaviors and improve their impact on the customer experience. Our customer service training is designed so that it focuses on the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email and social media.

Course Outline

Fundamentals of customer service

Defining Service Standards

Creating lasting first impressions

Establishing customer needs

Building and maintaining rapport

Communicating effectively with the customer

Professional written communication

Determining customer expectations

Effective telephone etiquette

Effective questioning and listening

Responding effectively to customer complaints

Handling customer complaints and how to turn them into opportunities

Dealing with difficult situations

Use of positive language

Building and maintaining customer relationship

Identifying ways to add value and exceed expectations

Using positive language and tone of voice

Course Information