Customer Service Training
Description
The Customer Service Skills training is a basic training programme in essential Customer service skills. The modules are created carefully to equally balance knowledge and practical skills accompanied by personal feedback rendered by our professional and experience facilitators.
The program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customised proposal can also be arranged, to suit the training requirements of your team.
Objectives
By the end of the training, participants will be able to:
- Define good service
- Adapt a professional approach to clients
- Communicate correctly with customers
- Build customer relationships
- Deal with difficult clients
- Analyse service levels
- Personal accountability
Who is this Training intended for?
This training is designed for those Individuals seeking training in customer service and customer care, those in customer facing or customer support roles, who want to develop their customer service skills and behaviours, but will greatly benefit:
- Customer Service Professionals
- Front-line Customer Service Representatives (CSR)
- Team Leaders & Supervisors
- Administrators
- HR & Training Professionals
- Accounts Personnel
- Sales & Marketing Professionals
- Public Relations Personnel
Training Content
The following topics will be covered:
- Defining Customer Service
- Good vs. Poor Service
- Who is my Customer?
- Customer Relationship Management (CRM)
- Customer Satisfaction
- Wow! Service – Going the Extra Mile
- Dealing with Customer Complaints
- Dealing with difficult customers
- Measuring Customer Service
- Courtesy
- Communication Skills – a Vital Tool for Excellent Customer Service
- Telephone Etiquette and Online Etiquette
- Understanding and Communicating with your Customer
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