Enhancing Customer Service – Excellence Call Center Image

Course Objectives

By the end of this program, participants should be able to:

• Understand customer service concepts and Improve customer service skills
• Use some of the techniques to achieve excellence in customer service
• Work on improving their relationships with other employees
• Understand their customer needs and expectations
• Understand effective ways to handle customers complaints
• Improve their problems solving skills and dealing with difficult customers
• Understand their important roles they play in their respective organizations

Target Audience

This course is suitable for receptionists, customer service, technical specialists, call centre agents, engineers , sales personnel and other front-line personnel will need equipping to show customers they really matter. Any staff that provides customer service in the form of personal contact, servicing or customer liason via telephone will benefit from this course.

Methodology

This course will be conducted through interactive lectures, PowerPoint presentation, video presentation, role-lay, and group discussions.

Course Modules

Module 1 – Customer Service Philosophy
Module 2 – Elements Of Quality Customer Service
Module 3 – Managing Yourself And Shaping Your Attitude
Module 4 – Understanding Customer Needs & Expectations
Module 5 – Communication That Wins Customers
Module 6 – Assessing The Customer’s Behavior Triggers
Module 7 – Handling Customers On The Phone
Module 8 – The Psychology Of Complaints And Anger
Module 9 – Handling Of Complaints
Module 10 – Problem Solving Skills
Module 11 – Calming Yourself And The Customer : Managing Stress
Module 12 – Becoming An Expert In Customer Service – Self Assessment