Course Details

Learning the Art & Science of Customer Service Excellence

This training focuses on the key actions that lead to true excellence in customer service. The best way to gain skills in handling customers is practice, so attendees will be encouraged to use real life examples to see how they can improve the quality of customer service they provide. They will leave the course with notes and templates to help them assess their behaviour when working with customers.

Participants will become psychologically ready, supported with the skills-set to deliver impeccable customer service. After the programme, delegates will be able to attend to more service demands and, in the process, strengthen the organization’s brand equity in a way that creates more customers.

Employees who are properly trained and demonstrate professional customer service skills, can significantly improve customer satisfaction and brand loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.

Course Module

What is a Differentiated Customer Experience?  

  • Internal and external customer service, and customer service teams
  • Your impact on the customer experience
  • Projecting a ‘brand’ image

Going the Extra mile

  • Understanding customers’ needs and expectations
  • Why do customers complain?
  • Barriers to effective communication

Communication that works

  • The impact of poor listening and questioning
  • Using information effectively
  • Giving ‘bad news’ and saying ‘no’ constructively

Emotional Intelligence

Recovering Dissatisfied Customers

  • Understand that service glitches can be an opportunity to build loyalty
  • Learn how to create an open communication with customers
  • Defusing a difficult situation
  • Demonstrating empathy – exploring options and alternatives
  • Balanced behaviour responses
  • Acting on feedback from customers

Who Should Attend

Executives who are, or will be involved in Relationship Management for their organizations; including Customer Care Executives, Front Desk Officers, Business Development Executives, Relationship Officers, Client Service Executives

Training Delivery Techniques

For learning to be more impactful and effective, we adopt a seamless combination of Lectures, Group Discussions, Case Studies, Individual/Group Exercises, Videos and Role Play. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and this will aid attendees to apply the knowledge gained both at work and personally.

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