|
|
Customer Service Training Program
 About the Course:
Our customer service course is designed for any member of staff whether existing or new to handling, selling to, or dealing with customers. It will provide them with the underpinning knowledge and skills to fully understand how to successfully communicate and understand the value of customers whilst showing them how to deliver exceptional customer service.
The course content listed here is designed for working with customers using the telephone (as this is the most popular), we do however offer this course for face to face customer service.
Customer Support Professionals learn the effects of poor customer service on both the organization and themselves. They identify their internal and external customers and focus on meeting their customer’s needs. They learn specific techniques to improve communication and problem-solving skills. The course includes relevant examples, case studies, and exercises customized to reflect the challenges of working in a customer support environment.
Target Audience:
Any employee who deals with the public or who serves those who deal with the public, Customer Support Professionals, Managers & Supervisors.
Course Duration:
10 hours
Course Content:
- Projecting the right first impression
- Positive steps to excellent customer service
- Moments of truth in customer service
- The importance of communication in customer service
- Handling complaints, anger and difficult customers
- Effective call handling
- Active listening and questioning techniques
- Telephone etiquette - the do’s and don’ts
- Building rapport
- Making the most of your voice, understanding tone
- How to use body language
- Barriers to communicating effectively
- Making a difference to your customers
- Identifying your customers and their expectations
- Working in a team
- Technical Writing Skills for Support Professionals
- Minimizing Stress and Avoiding Burnout
- Behavior Styles
- Problem-Solving Skills
Courseware Price:
|
