Customer Service Skills
Many skills go into the effective handling of customers. Learn how to provide your customers with a brilliant customer experience through your using effective customer service skills. This program can be effectively delivered to employees at all levels of an organization.
Course Highlights
The Importance of Customer Service
Customer Perceptions and Managing Customer Expectations
Benefits of Quality Service
Negotiation Skills
Potential Customer Service Initiatives in Your Own Area
Etiquette Specific to the Telephone
Importance of Communications
Barriers to Communication
Use and Implications of Body Language
Effective Listening Skills
Business Etiquette
Use of Questions, Humour and Mirroring
Talking to Non-technical Customers
Setting Service Standards
Formula for Handling Complaints
Delivering Bad News
Dealing with Angry Clients
Develop personal action plans for brilliant customer service in your organization
Program Objectives
Understand the importance of customer service
Learn how to effectively deal with customers
Upgrade your communication skills to positively impact customer service
Set service standards
Learn how to effectively deal with uncomfortable situations with clients
This module is offered for the following course levels:
Want to book this course for your group?
We’d be happy to sit down with you and build a custom course that fits your organization’s needs and values, using your branding and real-life examples of issues that your employees face. Contact us now.