Achieving Excellence in Customer Service

Providing a Quality Service


This Customer Service training is aimed at those organisations who are looking to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard. The Course focuses on developing a culture of customer service excellence and provides participants with a roadmap for examining and improving the service they provide at both the individual and organisational level. Competencies achieved will include critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles, negotiation strategies, and customer service best practices they require to take their organisation from good to great. 

By providing excellent customer service, you can offset the effect of higher prices by offering a better customer experience. Employees who are properly trained and demonstrate professional customer service skills, can significantly improve customer satisfaction and brand loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.


Key Highlights

  • Key Customer Service Components that Develop Brand Loyalty
  • Best Practices of World-class Customer Service Providers
  • Utilize Body Language, Active Listening, and Questioning Skills as Vital Communication Tools
  • Develop a Customer-focused Mindset and SMART Goals for Continuous Improvement
  • Service Recovery Strategies to Promote Customer Retention


Training Objectives

By the end of the course, participants will be able to:

  • Establish the importance of setting and reviewing customer service standards
  • Design a social media plan to improve customer service support
  • Demonstrate how to deal with difficult customers in a professional manner
  • Utilise time management techniques and set SMART goals to increase productivity
  • Develop an understanding of internal and external customer expectations


Who Should Attend

This training course is suitable to a wide range of professionals but will greatly benefit


  • Frontline Customer Service Representatives (CSR)
  • Team Supervisors
  • Department Managers
  • Account Managers
  • Field Service Representatives


Compressed Program Outline ( Please Contact us for a Detailed Program Outline

Enhancing Your Customer Service Communication Skills   
Building the Foundation for Achieving Customer Service Excellence
Service Recovery: Handling Complaints and Upset Customers 
Principles of Persuasion and Professional Negotiation Strategies   
Focusing on Customer Service Excellence and Continuous Improvement

Also available for 2 to 3 day durations as well as 10 to 30-day training durations In-House and Live online


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DATES AND VENUES

Pioneers in Global Leadership and Quality Management 

Out of Safety for all our Clients, All our Courses are available for Live Online Training