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Customer Service Excellence

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course code : cse 001

course hours : 15 hours

PREQ: N/A

Course Description

Excellence in client service is a key determinant for business success, especially in today’s fast changing market place. This customer service course will provide participants with the knowledge and skills required to ensure that products and services are delivered and maintained to the standards your customers have come to expect. This customer service course will also provide participants with customer servicing skills essential for dealing with complaints and difficult situations whilst maintaining a strong focus on customer satisfaction and the customer experience. The customer service course will enhance each participant’s ability to handle interactions with customers and ensure that they have the confidence to enable them to implement best practice customer service techniques, delivering customer satisfaction whilst developing customer loyalty.

Learning Outcomes

By the end of the course, the participant will be able to:

Understand clients, identify their needs and create positive first impressions
Listen actively whilst understanding what relevant questions they should ask
Build rapport with clients and use body language and voice techniques effectively; Implement the necessary steps of the service process
Understand the importance of customer service to your organization’s success
Analyze who your customers are, how they perceive you and what you need to do to achieve excellent service
Understand the benefits and opportunities derived from exceeding customer expectations
Understand the dangers of poor service
Handle complaints and difficult customers in positive and effective manner
Learn skills and techniques to deal positively with misunderstandings, complaints and miscommunication
Understand different customer behaviors and match your service delivery with their expectations
Evaluate and report on customer service

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