Customer Service 101

Course Objectives

Customer Service 101 aims to equip CSRs with the essential skills to be successful when engaging and interacting with customers that ensures consistent positive service experiences and outcomes.

Understand customer needs and expectations
Use positive words, phrases and tone when interacting with customers
Tailor their approach to different customer personalities
Provide excellent customer service face-to-face, over the phone, and by electronic means
Handle unexpected situations that arise in customer interactions with confidence

Target Audience

CSRs who need to improve their interaction and engagement skills when dealing with customers in various situations to ensure positive service experiences and outcomes.

Methodology

This course uses lectures, activities, role-play and experience sharing to accommodate different learning styles.

Course Modules

MODULE 1: Introduction
MODULE 2: Understanding the Customer
MODULE 3: Top 10 Customer Service Skills
MODULE 4: Keeping Interactions Positive
MODULE 5: Adapting to Personality Types
MODULE 6: Service over the Counter
MODULE 7: Service over the Phone
MODULE 8: Electronic Customer Interactions
MODULE 9: Dealing with the Unexpected

Get To Know The Trainer

Trainer Indy

4.5

Indy has more than 13 years of experience in the IT-BPO (Information Technology-Business Process Outsourcing) industry. He has worked for VADS Bhd., Atos Services (M) Sdn. Bhd., DXC Malaysia Sdn. Bhd. and Thomas Duryea Logicalis Asia Pacific MSC Sdn. Bhd. He is an experienced Technical Support Engineer, Quality Specialist, Service Improvement Specialist, Professional Trainer and Training and Quality Manager. He specializes in soft-skills and leadership development programs.

VIEW PROFILE