Course Overview
The 2-day engaging Customer Service training course is an intensive introduction to customer service. It deals with the basics of serving a customer in a professional and effective way that will have an effect of retaining existing customers or acquiring the new customers. Issues of communication are dealt with extensively so that the participant will be fully conversant with the appropriate ways to communicate with the Customer face to face including body language, by telephone or by email. Participants will learn how to become more effective communicators and listeners who are able to engage better with customers, with positive energy, commitment and ownership on their day-to-day interactions.
Customer Service is one of the major factors of customer differentiation, more especially for businesses selling the same product, and in some cases operating under controlled prices. In the business world where economic fluctuations are the order of the day, attracting and retaining customers becomes a matter of paramount importance and sets you apart from your competitors. The course highlights the need for any business to keep monitoring its customer relationships and to keep obtaining regular information on customer service levels.
The course first defines the concept of customer service to provide a lens from which to analyze customer service aspects in an informed manner. It outlines and explains reasons why customer service is getting more attention, particularly in the services sector. The course will also give Participants a background of the customer and his needs, expectations, and emotional motivations. It will also fine tune participants’ customer service skills, motivate them to becoming more customer focused and more passionate about delivering outstanding service. Other concerns include exceptional and excellent experiences that result in long-term and fruitful customer relationships.
This course also analyses service quality levels and how to resolve them using such tools as employee empowerment, without having to wait for senior management interventions.
Product knowledge also form part of the course. The course also presents the need to measure customer service to see whether the level of customer service is improving or deteriorating. These measurements provide an early warning system that informs the business 2 of the need to take instant action to address customer issues before the customers become disillusioned and eventually leave the business never to come back.
Target Audience
This course is suitable for all customer – facing staff including those who work hand in hand with internal customers only. This course is open to all business industries.
Learning Outcomes
By the end of the course participants will be able to
- Demonstrate basic understanding of customer service concepts.
- Communicate effectively with customers and colleagues.
- Identify barriers to good customer service.
- Solve issues related to difficult customers and customer complaints.
- Provide excellent customer service.
- Evaluate and measure customer service quality – SERVQUAL.
- Demonstrate good knowledge of company products
- Develop and retain customers by creating suitable customer relationships.
- Recognize customer service as an element of sales.
Content
- Introduction to Customer Service
- Customer Needs and Expectations
- Customer Related Communication
- Dealing with Customer Service Complaints
- Customer Service as An Element of Sales
- Telephone Techniques
- Major Secrets to Effective Customer Service
- Customer Relationship Management
- Customer Service Quality
- Measuring Customer Service
- Dealing with Difficult Customers
Delivery Mode and Facilitation Strategies
The program will be delivered through classroom-based instruction on full-time basis. The teaching and learning strategies include lecture, exposition, group discussions and presentations, and case studies.
Certification
Certificate of attendance will only be issued upon continuous attendance and successful completion of the course. For one to be eligible for a certificate, one must attend at least 85% of the course throughout the duration of the program