Customer Service

Many skills go into the effective handling of customers. Learn how to provide your customers with a brilliant customer experience through your using effective customer service skills. This program can be effectively delivered to employees at all levels of an organization.
3 Day Program
Program Objectives
  • Understand the importance of customer service
  • Learn how to effectively deal with customers
  • Upgrade your communication skills to positively impact customer service
  • Set service standards
  • Learn how to effectively deal with uncomfortable situations with clients
Course Highlights
  • The Importance of Customer Service
  • Customer Perceptions and Managing Customer Expectations
  • Benefits of Quality Service
  • Negotiation Skills
  • Potential Customer Service Initiatives in Your Own Area
  • Etiquette Specific to the Telephone
  • Importance of Communications
  • Barriers to Communication
  • Use and Implications of Body Language
  • Effective Listening Skills
  • Business Etiquette
  • Use of Questions, Humour and Mirroring
  • Talking to Non-technical Customers
  • Setting Service Standards
  • Formula for Handling Complaints
  • Delivering Bad News
  • Dealing with Angry Clients
  • Develop personal action plans for brilliant customer service in your organization
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Tags: customer service training, customer service skills training, Managing Customer Expectations, Dealing with Angry Clients