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Customer Service Essentials
Customer Service Essentials
Duration
1/2 day or 1 day
Course Cost: $695.00
Prerequisite
No
Overview
This course provides an introduction to essential customer service skills by focusing on three key dimensions – understanding customer expectations; the importance of effective communication skills; and maintaining a positive attitude to the job.
Objective
Topics
- Understanding Customer Expectations
- how customer expectations influence customer service interactions,
- how cultural and ethnic diversity affect customer service expectations,
- taking a proactive approach to managing customer expectations.
- Understanding Damaged Expectations
- how damaged expectations influence customer service interactions,
- strategies for dealing with irate customers
- Listening for Customer Service
- using active listening to improve understanding of customer needs,
- Communicating to Customers
- developing a personal communication strategy to deal with customers,
- dealing with a customer diversity – the implications of ethnic and cultural diversity on delivering customer service,
- using effective communication skills to build the customer relationship.
- Maintaining a Positive Attitude
- strategies for building and maintaining a positive attitude to customer service,
- coping with customer service related “stress”.
Audience
Any customer service personnel.
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