The workshop on Customer Service aims at providing participants with ideas and actions based on their own job role that they can easily take back to the workplace and implement immediately in order to improve the experience of customers.

DURATION
12 hours

OBJECTIVES OF THE COURSES
• To clearly identify the do’s and don’ts of customer service and helping staff measure them against themselves
• To describe the importance of being customer-focused in ensuring the success of organisations
• To build customer brand, fill gaps in service and develop methods of creating a great customer experience
• To follow clear techniques to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place

TARGET GROUP
Frontline customer service representatives, team supervisors, department managers, account managers and field service representatives

BENEFITS
• Increase sales
• Customer loyalty
• Enhance public image
• More effective workforce

COURSE OUTLINE
• Enhancing customer service communication skills
• Building the foundation for achieving customer service excellence
• Service recovery: handling complaints and upset customers
• Principles of persuasion and professional negotiation strategies
• Focusing on customer service excellence and continuous improvement

BONUS
• Participant Manual
• Training Material
• Certificate
• ½ day feedback