Delivering Customer Service Excellence Part 1: Its all about Customer Service (Online Training)

Course Objectives

“A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption in our work – he is the purpose of it.
We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him.”
– Mahatma Gandhi

Every organization is in business for its customer and continues to stay in business because of its customers. Customers today have a variety of choices when it comes to products and services and where to go. In a buyer’s market, customers call the shots. To make you and your organization the preferred choice is to give your customers excellent customer service. Hence Customer Service is the number 1 priority for any business.

The people who are constantly portraying the organization’s image and professionalism are the front liners, who commit their entire day to serving and satisfying various type of customers. They are the first and most often the most critical contact point in creating satisfaction and loyalty. It is imperative that they be equipped with the necessary skills to meet, exceed and even ‘WOW’ our customers.

There are 4 parts to Delivering Customer Service Excellence.

Upon completion on the 4 parts participants will learn to:

• Accept responsibility to provide customer service in a courteous manner all the time
• Provide customer service in a professional and positive manner
• Identify personal habits and behaviours that impede projection of a professional image
• Interpret visual language of others to determine how best to communicate with them effectively
• Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients