Research shows that nearly 88% of customer interactions happen at the frontline. In other words, those at the reception, information desk, stewarding staff, security, call centre representatives etc. are the first and main points of contact for customers. They set the first impression in the customer’s mind which can either enhance or undermine the image of your organisation
This 2 day customer service course will address core elements of customer service including dealing with complaints, diffusing angry and aggressive customers, managing customers’ expectations, using effective communication techniques, building excellent rapport and creating The WOW! Factor.
Customer Service Course Outline
- What is customer service? And how is it important?
- Who are your customers?
- Meeting expectations
- Setting goals and targets
- Customer service experience cycle
- Service Culture - Defined in your organization
- Service Culture - Given life by the employees
- Communication skills
- Dealing with challenges assertively
- Dealing with difficult people
- Dealing with conflict
- Be a problem solver
- Measure it - Customer service success
- Reinforce it- Keeping a strong focus
- How to achieve quality customer service excellence
- What's in it for me (the employee) for delivering excellent customer service?
- Service principles to live by
By Attending this Customer Service Course you will be able to:
- Create and promote a service-oriented culture
- Recognize the factors that diminish service and what you can do to create an environment that fosters service-oriented systems, processes, and behaviours
- dentify opportunities to use authority and influence to improve customer service
- Focus your efforts to achieve the results most important to customers
- Identify actions that create customer loyalty
- Develop and take away service principles to live by, which can be championed and used within your organisation
14 PMI® Contact Hours/Professional Development Units
What is customer service? And how is it important?
Who are your customers?
Setting goals and targets
Customer service experience cycle
Service Culture - Defined in your organization
Service Culture - Given life by the employees
Dealing with challenges assertively
Dealing with difficult people
Dealing with conflict
Be a problem solver
Measure it - Customer service success
Reinforce it- Keeping a strong focus
How to achieve quality customer service excellence
What's in it for me (the employee) for delivering excellent customer service?
Service principles to live by
All our soft skills workshops follow the A.C.E. Model (Awareness, Confidence, Efficacy) which incorporates a coaching based inside-out learning and an experiential activity based approach
What makes us different?
- Official KHDA Accredited Training Provider
- Official PMI Accredited Training Provider
- Our workshops are delivered by subject matter experts
- The guarantee that we don’t compromise on quality; ensuring your decision to invest in your education is sound.