Customer Service Professional

Programmes Manager — Thu, 03 Oct 2019 09:35:32 +0000

Why Attend

Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. This certified course will cover everything from the most appropriate behavior and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight.

Course Methodology

This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role-plays, exercises, video clips and more.

Course Objectives

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

Define customer service and break it down to its most basic dimensions
Explain the critical link between ‘attitude’ and ‘technique’ in order to consistently deliver an excellent level of service
Use a variety of tools such as ‘gap analysis’ and ‘RATER’ to provide a level of service that is second to none
Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
Discuss and practice the techniques of effective communication skills with customers

Target Audience

Managers, supervisors and customer service staff as well as staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies

Communicating with customers
Customer orientation
Emotional control
Empathic outlook

Flexibility
Reading people
Self-confidence