Customer Service Training Course
Customer Service Training Course
Location: Lagos
Fee: N60, 000
Duration: 2days
Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans?
You must go beyond simply delivering your product to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.
In this fun and exciting course you’ll learn to recognise how your attitude impacts on your interactions, apply techniques to generate repeat business, develop top-level phone skills and learn how to deal with difficult customers.
This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.
Learning Outcomes
- Explain what customer service means in relation to internal & external customers
- Recognise how one’s attitude affects service standards
- Master ways to develop & maintain a positive, customer focused, attitude
- Develop needs analysis techniques to better address customer needs
- Apply outstanding customer service techniques to generate return business
- Practice techniques for developing good will through in-person customer service
- Formulate take away techniques for service excellence over the phone
- Gain insight to connecting with customers online
- Master techniques for dealing with difficult customers
- Acquire tools for recovering difficult customers
- Understand when to escalate
Course Outline
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service. In order to achieve this it is important to ask yourself some questions:
- Do you or your staff have the right skill sets to deliver exceptional customer service?
- Currently how do you improve your Customer Service Skills and approaches?
- Do you strive to continuously improve your customer service?
- Do you listen to your customers and their needs?
- Do you currently listen effectively to uncover the customer’s true needs?
- Are internal customers understood and prioritised?
Customer Service Training Course – Lesson 1 Who we are and What we do
- Who are customers (internal/external)
- What is customer Service?
Customer Service Training Course – Lesson 2 Establishing your Attitude
- Appearance counts! (even if not in person)
- The power of the smile
- Staying energised
- Who are customer Service Providers?
- Staying positive
Customer Service Training Course – Lesson 3 Identifying and Addressing their Needs
- Understanding the customer’s problem
- Staying outside the box (not jumping to conclusions)
- Meeting basic needs
- Going the extra mile
Customer Service Training Course – Lesson 4 Generating Return Business
- Following up
- Addressing complaints
- Turning difficult customers around
Customer Service Training Course – Lesson 5 In-Person Customer Service
- Dealing with at-your-desk requests
- The advantages and disadvantages of in-person communication
- Using body language to your advantage
Customer Service Training Course – Lesson 6 Giving Customer Service over the Phone
- The advantages and disadvantages of telephone communication
- Telephone etiquette
- Tips and tricks
Customer Service Training Course – Lesson 7 Providing Electronic Customer Service
- The advantages and disadvantages of electronic communication
- Understanding netiquette
- Tips and tricks
- Examples: chat or e-mail
Customer Service Training Course – Lesson 8 Recovering Difficult Customers
- De-Escalating anger
- Establishing common ground
- Setting your limits
- Managing your own emotions
Customer Service Training Course – Lesson 9 Understanding when to Escalate
- Dealing with vulgarity
- Coping with insults
- Dealing with legal and physical threats
Customer Service Training Course – Lesson 10 Ten Things you can do to WOW every time!
- We’ll share our tips!
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