Customer Service Skills
What is good customer service?
How can it become from good to great?
What are the pitfalls that the customer service professionals experience when trying to deliver?
How does attitude count?
What is the best way to handle difficult customers?
Which techniques can be used to reduce customer service stress?
Find out the answers to these and other important customer service questions during this experiential and interactive Professional Customer Service Skills course.
Excellence Training Centre provides essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal with customers effectively. You will also learn the recovery from customer service failures, deal with difficult customers, and consistently create memorable and positive customer service experiences through this course.
The course objectives:
✓ Understand the elements of delivering an exceptional customer service
✓ Understand the significance of customer service in a competitive environment and the importance of service standards and your impact on a customer’s experience
✓ Think in a customer-centric way
✓ Recognize barriers to achieve outstanding customer service and develop techniques of dealing with difficult customer situations
✓ Develop service language and its importance in communicating with customers
✓ Learn and practice the skills to manage customer queries and delighting customers
✓ Handle customer complaints and how to respond to them effectively while giving a workable solution to their problem
✓ Develop foundations of good customer service standards
✓ Develop a personal action plan to improve your customer service skills through ongoing self-assessment and feedback
Who should attend this course?
The course suits for who wish to enhance their customer service and interpersonal skills. These will include but will not be limited to customer service executives, support staff, field representatives, credit and billing experts and so on.
During your courses, you will experience:
✓ Course Completion Certificate issued by Excellence Training Centre
✓ Classroom-based small group from four to maximum ten students
✓ Emphasis on the most practical knowledge and skills
✓ Constant communication between students and trainers
✓ Private / one-to-one, company on-site and home-visit learning styles at your request, offering tailored program to meet your time frame, goals and scheduling
✓ Competitive tuition fees
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