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20 STUDENTS ENROLLED

Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

 

The Customer Service training will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

 

CURRICULUM

  • Training Objectives

  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?
  • Case Study

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Case Study

  • Understanding the Customer’s Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Case Study

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Case Study

  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage
  • Case Study

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Case Study

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or e-mail
  • Case Study

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  •  Case Study

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  •  Case Study

  • Lessons Learned
  • Completion of Action Plans and Evaluations
  • Course Curriculum

    Module 00:00:00

    Course Reviews

    5

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    2 ratings
    • 5 stars2
    • 4 stars0
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    • 1 stars0
    1. Impressive!

      5

      I’m really impressed

    2. Awesome course

      5

      I never expected to achieve more insight on customer service, it was a great experience.

    TAKE THIS COURSE
    • 50,000.00 7,999.00
    • 180 Days

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    Lagos Island
    Phone: +2349078576732
    Address: 68 Agungi Ajiran Road, Lekki Penninsula II

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    Phone: +233244949596
    25 Jungle Road, East Legon, Accra, Ghana.

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