COURSE OVERVIEW

Customer Service program is a training course aims to develop and fine-tune customer service skills, your staff will learn skills and techniques for serving external and internal customers more effectively, and successfully collaborating with each other to enhance the service value chain across the organization. Participants will practice using simulations, case studies and class discussion of real-life situations – preparing specifically for the customer issues they will actually encounter on day-to-day bases.

This course tackles the service excellence subject in a unique way. Delegates will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, delegates learn how to build rapport with internal and external customers, interpret non-verbal communication skills, provide quality customer service at each encounter, whether emails, or face-to-face.

Delegates will also learn how to create, implement, and monitor service standards. Course activities also cover roleplays, business simulations and empowering employees, in order to elevate the service behaviour within the organization. Finally, delegates will learn how to create a customer service climate and foster customer loyalty.

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