CUSTOMER SERVICE TRAINING: ACHIEVING EXCELLENCE IN CUSTOMER SERVICE

Course Objectives

• Provide exceptional customer service that achieves results and gets noticed
• Adopt the skills and techniques that routinely deliver positive customer experiences
• Maximize the value of your customer interactions
• Deal effectively with difficult customers and turn complaints into opportunities
• Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
• Demonstrate a positive, confident and professional approach with internal and external customers

Target Audience

Front-liners, staff that responsible for building and sustaining their company’s reputation for customer service excellence (executive and non-executive), entrepreneurs

Methodology

• PowerPoint will be used to teach concepts and show movie clips (where appropriate).
• Interpersonal Skills Training Role plays will be used to enable the trainees to look at situations from various perspectives.
• Activities which enhance their understanding of theoretical concepts will be used.
• The training will be centered around experiential learning techniques.

Course Modules

Module1: Customer Service Excellence: Why It Matters
Module 2: Creating The Customers Experience
Module 3: Communicating Effectively With The Customer
Module 4: Dealing Constructively With Tough Situations
Module 5: Contributing to a Customer Service Culture
Module 6: Making Excellence A Habit