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Customer Service Mindset and Complaint Handling Skills
Providing Modern Expertise for Success


Before your customer service team is ready to learn new technical skills, they must first have the right team culture and customer service mindset in place. If your teams don’t have the right mindset in place, no amount of skills training will ever make a difference. Why? Because your customer service team may lack confidence, willingness and focus. Additionally, they may not be engaged or may lack the motivation and drive to achieve your organization’s goals. However, if you first focus on building the right customer service culture and mindset, confidence problems and fears of change will disappear, and your customer service team will be engaged and ready to learn new tools, strategies, and tactics

This training will include:

  • Analyse basic behavioural patterns of different customers' personality profiles.
  • Understand the concept of service mindset and ways of developing it within their organization.
  • Practice the skills for dealing with customers and handling their complaints.

​By developing the right customer service mindset, every member of your customer service team will become more confident, assertive, receptive and accountable—and will be able to deal with the challenges that come their way. They will be aligned to your organization’s vision, goals and values, which will in turn lead to higher levels of performance.

Impact to you and your Organization:

  • Engaged teams that are aligned, focused and committed to your company’s vision.
  • Increased self-confidence with greater courage to innovate and take action.
  • A more cohesive team, with highly committed and loyal team members.
  • A stronger focus on service and quality.
  • Improved communication and cooperation.
  • A big-picture perspective, focused on continuous growth and positive development.
  • Higher levels of engagement, satisfaction and fulfilment at work.

Who should Attend
This Workshop targets the following persons:

  • customer services representatives from international organizations such as UN, Governments and the private sector, including
  • supervisors, marketing and sales representatives,
  • employees in the hospitality industry,
  • persons aspiring to work in the customer service industry,
  • all  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.

Compressed Program Outline

Part 1: The Art of Customer Service
The Principle Foundation for Superior Customer Service
Components of the Mindset
Understanding Their Personalities
Meeting Their Needs
Types and Levels of Customer Complaints
Active Listening

Part 2: The Practice of Customer Service
Definition and Concepts of Customer Service
Brand Ambassador or Brand Assassin?
We choose to serve
Navigating the Negatives
Customer Diversity
Communication – the key to great service
Creating a Service Culture