Customer Service Excellence
Course Code: CSS-210
Course Duration: 3 days
Course Objective(s):
The main objective of this program is to enable participants to improve customer service quality across departments or organizations.
Expected Accomplishment(s):
On completion of course, participants will:
- Develop a customer service mindset
- Understand customer needs and apply the learned skills to present products/services
- Build necessary skills to effectively communicate with customers in person and over the telephone
- Learn how to coached customer service staff
- Understand the specifics of customer service work ethics and values
Prerequisite(s):
Good command of English language
Course Outline:
The Customer Service Mindset
- Understanding customer needs, wants and expectations
- Understanding customer service dimensions
What is Proactive Customer Service?
- Why do we need customer service?
- Assess customer emotional needs
- Effects of reactive and average service skills
- Impact on company culture
Customer Service Excellence Vs. Staff Responsibilities
- Products / services knowledge
- Understanding market sentiments
- Customer culture and traditions
- Dealing with internal customers
- Customer satisfaction
Professional Telephone Techniques for Frontline Staff
- How to answer the telephone
- Professional approach to incoming calls
- Outgoing call management
- Dealing with multiple callers
Delivery Method:
An instructor-led training program that includes practical exercises, case studies, role-play and team assignments.
