Outshining Customer Service

“Customer service is an opportunity to exceed your customer's expectations."

Good customer service relates to the service you and your employees provide before, during and after a purchase. Focusing on the customer experience isn’t just the latest trend — it’s also smart business. It turns out that making every touchpoint great doesn’t just make customers love you; it can also increase your profits.

SkillsPlus workshop covers all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioural and communication skills to the right attitude, and including specific methods to analyse and improve the customer service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

What will you learn in this course?

  • Fundamentals of customer service
  • Set consistent, professional style and tone in communication with customers
  • Learn how to engage with customers and how to handle their enquiries effectively
  • Improve active listening, questioning techniques and ability to respond to a customer request
  • Identify ways to add value to customer relationships and exceed expectations
  • Practise how to turn customer service disappointment into a positive experience
  • Ability to think in customer-centric way
  • Explain the service language and importance of usage with customers
  • Set e-mail and telephone etiquette
  • Develop ability to handle difficult customers and reach win-win situation

Who is this course for?

Professionals dealing with internal and external customers daily. Customer service representatives, technical and support personnel, account managers, credit and billing specialists as well as managers who want customer service training in order to strengthen their skills and train their staff.

Learning methodology

  • Face to face or webinar
  • Group discussions
  • Individual and team activities
  • Case studies & Practical activities
  • Role plays
  • Projects
  • Video recording/play back
  • Individual test & Individual action plans