CUSTOMER SERVICE EXCELLENCE
Instructor: Industry Expert-Led
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Professional Course
Certificate Ready
Our comprehensive Certificate-Ready Course is designed to equip you with the knowledge, expertise, and credentials you need to excel in your field
Virtual & Physical Classroom
Virtual and Physical Classes. Whether you prefer the convenience of studying from the comfort of your home or the interactive experience of an in-person classroom, we have you covered.
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What you'll learn
Every organization thrives on the profitability of its products or services. What makes the products and services profitable is the approach to customer service excellence. Customer service is not just from the organization to the customers but also to the employees (this is internal customer service).
It is however important that the approach to customer service must not be taken with levity because it determines how motivated and fulfilled internal workers feel and the level of satisfaction external customers get.
Statistics show that 96% of customers feel that customer service is crucial for brand loyalty. 89% of customers express they would switch brands after an unpleasant experience, and CX (customer experience) handles over 60% of brand loyalty. 77% of the customers who experience positive CX (customer experience) are likely to recommend the brand to a friend.
Customer service is hence the skill that takes a company from being good to being great. It is designed to give the delegates the skills to interact, engage, negotiate, and delight customers at every level.
This training course will highlight
- Customer engagement techniques
- Dealing with difficult customers
- Communication with internal workers and external customers
Objectives
At the end of this training, you will learn to:
- Understand customer service standards, principles, and elements.
- Master the templates to handle customers complaints and dissatisfactions.
- Master the ability to read your customers and respond effectively.
- Deal with difficult customers and de-escalate situations.
- Become aware of the different customer positions.
- Become exposed to the thinking patterns in communication.
Skills you'll gain
- Active Listening, adaptability, attention to detail, Conflict Resolution, cultural awareness, customer retention, customer satisfaction, effective communication, empathy, multi-tasking, patience, positive attitude, Problem-solving, product knowledge, professionalism, relationship building, resilience, responsiveness, teamwork, Time management
Training Methodology
This Customer Service training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce and facilitate new skills.
Organisational Impact
The benefits of this training to organization are as follows:
- A customer-centric service mentality
- Improved customer retention and growth in revenue
- Better intra / inter departmental communication and teamwork.
- A more productive and customer-focused workforce
- Improved conflict resolution skill and synergy
Personal Impact
After attending the customer service training, you will acquire:
- A more intentional sense of appreciation for the importance of customer service excellence
- Best practices of world-class customer service providers
- Enhanced leadership and communication skills
- Higher level of confidence and control to work professionally with difficult or upset customers.
- Adapting to customers’ emotional position to maximize engagement and satisfaction.
- Improved time management and goal setting skills to increase productivity.
Who Should Attend?
This training is apt for all client facing employees as well as those who serve in supervisory and leadership roles such as;
- Frontline Customer Service Representatives (CSR)
- Team Supervisors
- Department Managers
- Account Managers
- Field Service Representatives
Course Details
DAY 1
- Introduction to customer service
- Customer centricity
- Understanding customer behaviour
- Customer emotions and communications
- Customer engagement
- Handling customer situations (questioning techniques)
- Assertive communication
DAY 2
- Working with Aggressive, Expressive, Passive and Analytical Customers
- Strategies to Help Calm Upset Customers
- Customer Service Expectations
- Measuring Internal and External Customer Service Satisfaction
- How to Use Customer Service to Increase Sales?
- Cialdini’s Six Principles of Persuasion
- The Art of Giving and Receiving Constructive Feedback
- Strategies for Negotiating Mutually Beneficial Outcomes
- Words and Tones to Avoid
- Stress Management Tips to increase Productivity
Earn a Professional certificate
Consider incorporating this credential into your LinkedIn profile, resume, or CV, and ensure its visibility by sharing it on social media platforms and mentioning it during your performance review.
Frequently asked questions
a. How do I register for the course?
To register for the course, please visit our course webpage and click on the “Register” button. Follow the instructions provided to complete the registration process.
b. What should I do if I encounter problems while registering?
If you encounter any issues during the registration process, please reach out to our support team at [email address] or [phone number]. They will assist you in resolving the problem and completing your registration.
c. I didn’t receive a confirmation email after registration. What should I do?
Please check your spam or junk folder for the confirmation email. If you still haven’t received it, kindly contact our support team with your registration details, and they will assist you in ensuring you receive the confirmation.
a. Can I register as a team or group for the course?
Yes, we offer the option for team or group registration. You can enroll multiple members together as a team for the course.
b. What is the maximum number of members allowed in a course team?
The maximum number of members allowed in a course team may vary depending on the specific course. Please refer to the course details or contact our support team for more information.
c. How do we register as a team, and is there a separate process for team registration?
To register as a team, please visit our course webpage and look for the team registration option. Follow the instructions provided to register your team. The process may involve submitting the details of each team member. If you require any assistance, please reach out to our support team.
a. What topics are covered in the course?
The course covers a comprehensive range of topics related to [specific course subject]. Some of the key areas covered include [list key areas/topics covered in the course]. For a detailed breakdown of the course content, please refer to the course syllabus on our website.
b. Is the course self-paced, or does it have a fixed schedule?
Our course offers a flexible learning experience. It is designed to be self-paced, allowing you to study at your own convenience and progress through the materials at your preferred speed. You can access the course content and complete assignments within the provided timeframe.
c. Are there any prerequisites for taking this course?
Some courses may have prerequisites or recommended prior knowledge. Please refer to the course details or prerequisites section on our website to determine if there are any specific requirements for this course.
d. Can I access the course materials after the course completion?
Yes, you will have access to the course materials for a specified duration even after completing the course. This allows you to review the content, revisit key concepts, and continue learning at your own pace.
a. How long does the course last?
The duration of the course varies depending on the specific program. It can range from a few weeks to several months. Please refer to the course details or contact our support team for the exact duration of this course.
b. How many hours per week should I dedicate to the course?
The recommended time commitment per week for this course is approximately [number] hours. However, as the course is self-paced, you can adjust your study schedule based on your availability and learning preferences.
c. Can I complete the course at my own pace?
Absolutely! The course is designed to be flexible, allowing you to complete the modules and assignments at your own pace. You can study at a speed that suits you and fits your schedule.
