Customer Service 

Course Overview

This course provides the foundation for quality customer service and focuses on building life-long customer relationships using effective customer care strategies. It provides guidelines for emerging technologies such as internet chat. Additionally, this module uses various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.

Duration

12 hours. Training times can be arranged in more manageable sessions of 6 hours over 2 days.

Delivery Method

Training times can be arranged according to your date and times requirements, delivered virtually or on-site at your premises by one of our professional facilitators. Alternatively, you can join a virtual public course by clicking on the Register Now button.

Who Should Attend

This course is recommended for customer service professionals, service agents, front-line workers, managers, supervisors and business professionals, who wish to improve their customer service skills.

Prerequisites

This course is designed for the student who has little or no experience.

Course Content

1. Introduction to Customer Service

• What is customer service
• Developing a customer-centric mindset
• Who are the customers
• External customers
• Internal customers
• When and where does customer service take place
• The need for customer service
• Rewards
• Penalties
• What does customer service mean to you
• Unpleasant experiences
• Satisfying experiences
• Developing a customer friendly attitude
• Evaluation
• Excitement is contagious

2. Communication Skills

• Developing effective communication skills
• Presenting a professional image
• Non-verbal communication skills
• Body language
• Key body language aspects
• Physical distance
• Verbal communication skills
• Choice of words
• Tone of voice
• The choice of words

3. Knowing Your Customer

• The planning stage
• Knowing your customer
• Customer expectations
• Assertive working style - results-orientated
• Analytical - details-orientated
• Amiable - people-orientated
• Dominant behavioural style
• Determining your level of service

4. Calming Upset Customers

• What makes a customer upset
• Avoiding upsets
• What can you do avoid upsets
• 5 steps to calming upset customers
• Accurately identify the problem
• Confirm the customer’s value
• Synchronize and summarize
• What to do when you are upset

5. Telephone Customer Service

• Mastering the telephone
• Answering the telephone
• A professional greeting
• Active listening
• Putting callers on hold
• Recommendations
• Transferring a call
• Taking a message
• Voice mail
• Closing the call

6. Internet Customer Skills

• The internet customer
• E-mail communication guidelines
• Online chat
• Internet customer skills
• Scripted responses
• Introduction
• Placing a chat on hold
• Closing a chat session
• Websites
• Knowledge base
• Auto responders
• Customer online support

7. Time Management Strategies

• Time management
• Taking control of your time
• Time analysis
• Personal suitability
• Efficiency
• Task efficiency
• Task importance
• Relative importance
• Time frame
• Time wasters

8. Stress Management Strategies

• Stress management
• What is stress
• What causes stress
• Stress symptoms
• What can be done to manage or even eliminate stress
• Do something that you love
• Don’t feel responsible to solve every situation
• Have a hobby
• Rest, take a vacation
• Exercise
• Be organized
• We all make mistakes

The Secret to Success

Short courses are an easy and effective way to upskill your people. This enables them to apply their new knowledge in your workplace immediately.