Certification:
Received upon successful completion of the course.
Customer Service
Customer service training is a crucial aspect of any business that deals with customers, whether in retail, hospitality, healthcare, or any other industry. Effective customer service training ensures that employees have the skills and knowledge needed to provide exceptional customer experiences.
Effective customer service training can lead to increased customer satisfaction, loyalty, and ultimately, business success. It is an ongoing process that should evolve as the needs of your customers and organization change. Additionally, fostering a customer-centric culture where employees are empowered to deliver exceptional service is essential for long-term success.
Course Index
- Introduction: definition, essence, and rules of customer service
- Greeting and responding your customer
- Dealing with customers face to face
- Critical skills for customer service
What can be learned.
Responsive Communication:
Timely and effective communication with customers is essential. Respond promptly to inquiries, complaints, and requests for assistance.
Active Listening:
Listen attentively to customers to understand their needs, concerns, and preferences. Show empathy and understanding.
Product Knowledge:
Possess a deep understanding of the company’s products or services to provide accurate information and guidance to customers.
Problem Solving:
Be proactive in resolving customer issues and addressing their problems. Offer creative solutions when necessary.
Positive Attitude:
Maintain a positive and friendly demeanour when interacting with customers, even in challenging situations.
Empathy and Compassion:
Show genuine empathy and compassion toward customers, recognizing and acknowledging their feelings and concerns.
Personalization:
Tailor interactions and solutions to the specific needs and preferences of individual customers.
Efficiency and Effectiveness:
Strive for efficiency in addressing customer requests and issues while ensuring a high level of effectiveness in providing solutions.
Consistency:
Deliver a consistent and uniform level of service across all customer touchpoints, whether in-person, over the phone, or online.
Follow-Up:
After resolving an issue or completing a transaction, follow up with customers to ensure their satisfaction and address any lingering concerns.
Respect and Courtesy:
Treat all customers with respect and courtesy, regardless of their background, age, or demographics.
Conflict Resolution:
Be skilled in handling customer complaints and conflicts, striving for an amicable resolution.
Continuous Learning:
Stay updated on industry trends, product knowledge, and best practices in customer service through training and professional development.
Feedback:
Encourage and gather feedback from customers to gain insights into their experiences and identify areas for improvement.
Teamwork:
Collaborate with colleagues and other departments to provide a seamless and unified customer experience.
Adaptability:
Be adaptable and flexible in addressing diverse customer needs and preferences.
Time Management:
Manage time efficiently to minimize wait times and deliver prompt service.
Empowerment:
Empower frontline employees to make decisions and take actions that benefit customers without the need for extensive approvals.
Data Privacy and Security:
Ensure the confidentiality and security of customer information and adhere to data protection regulations.
Customer Feedback Loop:
Establish mechanisms for capturing and acting on customer feedback to drive continuous improvement.
Available Platforms:
- Face-to-face at one of our training venues.
- Online via Microsoft Teams.
Check-in time is at 8:15, introduction starts at 08:30 to 09:00am
Course Includes:
Tea, coffee, cookies, 2 sweets, water, pen, manual and a light snack for lunch. The courses usually end around 13:00 depending on the size of the company as well as the number of questions during the course.
Break Times:
There will be a break at 10:30 that includes tea, coffee, and a muffin. The course will commence at 11:00 to 13:00.