Delivering a Five-Star Customer Service Experience

Course Objectives

• 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
• 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
• 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 Principles
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