July 30, 2014

Customer Service Skills

customer care

Customer Service Skills

Good customer service is of crucial importance for all businesses, large or small. It can directly impact customer loyalty and where potential customers choose to spend their money. The higher quality service you provide the higher level of customer satisfaction you will enjoy, and the more profit your business will reap.

This course emphasises the role that each person plays towards good customer relations within their organisation. It will benefit anyone who directly comes in contact with customers, both face-to-face and on the phone, as well as those who supervise and manage front office personnel.

Course Content

  Initial greetings and personal presentation

→ Building customer relationships – trust and loyalty

→ Communication skills – Removing barriers to communication

→ Active Listening

→ Telephone Techniques

→ Handling complaints and difficult situations

→ Anger management and dealing with difficult customers

→ Assertiveness and problem solving

Learning Outcomes

This customer service skills training course will develop the participants’ skills to offer exceptional customer care and services and to empower participants to provide effective solutions to customer service problems when they arise.

Upon completing this course, participants will know the essential factors that are important in customer service and how to develop a customer-friendly approach. They will gain knowledge of powerful customer-service techniques and will become aware of the do’s and don’ts when dealing with customers.

Methods of Teaching

Audio-visual material, practical work and discussions.

Assessment and Feedback

On-going feedback and practical exercises.

Duration

3 Sessions of 2 Hours each
Total: 6 Hour Course

Additional Information

New courses available in 2016. For more information and enrolment please use our contact form.