Delivering A Five-Star Customer Service Experience

Course Objectives

A Customer Service Representative (CSR) is exactly what the name suggests; a CSR is representative of the organisation the customer is dealing with. Hence, any impression the customer gets from the CSR is applied to the whole company.

• Apply the essential principles of customer services to anyone who wants your ‘output’
• Ask effective questions from customers to get results
• Use empathy to maintain rapport with customers
• Professionally respond to a customer’s demands & requests while maintaining rapport
• Sequence your sentences effectively to get maximum results
• Handle phone conversations professionally
• Read and interpret body language signals and use them to enhance your communication skills
• Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

Target Audience

• Customer Service Representatives
• Sales Representatives
• Front Office Staff
• Technical and Support Personnel
• Field Service Representatives
• Account Managers
• Credit and Billing Specialists
• Small Business Owners
• Managers who want Customer Service Training

Methodology

Lecture, individual & group activity, feedback sessions, discussions, demonstration, business games, role plays.

Course Modules

• MODULE 1: CUSTOMER SERVICE PRINCIPLE
• MODULE 2: GETTING INFORMATION          
• MODULE 3: EMPATHY
• MODULE 4: CUSTOMER SERVICE SCENARIOS
• MODULE 5: SEQUENCING SENTENCES
• MODULE 6: TELEPHONE SKILLS
• MODULE 7: BODY LANGUAGE
• MODULE 8: HANDLING COMPLAINTS
• MODULE 9: KEEPING CALM