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Customer Service Excellence

course code : cse 001

course hours : 15 hours

PREQ: N/A

Course Description

Excellence in client service is a key determinant for business success, especially in today’s fast changing market place. This customer service course will provide participants with the knowledge and skills required to ensure that products and services are delivered and maintained to the standards your customers have come to expect. This customer service course will also provide participants with customer servicing skills essential for dealing with complaints and difficult situations whilst maintaining a strong focus on customer satisfaction and the customer experience. The customer service course will enhance each participant’s ability to handle interactions with customers and ensure that they have the confidence to enable them to implement best practice customer service techniques, delivering customer satisfaction whilst developing customer loyalty.

Learning Outcomes

By the end of the course, the participant will be able to:

  • Understand clients, identify their needs and create positive first impressions
  • Listen actively whilst understanding what relevant questions they should ask
  • Build rapport with clients and use body language and voice techniques effectively; Implement the necessary steps of the service process
  • Understand the importance of customer service to your organization’s success
  • Analyze who your customers are, how they perceive you and what you need to do to achieve excellent service
  • Understand the benefits and opportunities derived from exceeding customer expectations
  • Understand the dangers of poor service
  • Handle complaints and difficult customers in positive and effective manner
  • Learn skills and techniques to deal positively with misunderstandings, complaints and miscommunication
  • Understand different customer behaviors and match your service delivery with their expectations
  • Evaluate and report on customer service

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