Customer Service

Course Content

Communication Skills

• Module 01 - Building Customer Focus

  It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time. Understand your customer interactions and apply techniques that ensure happy, repeat customers.

  Outcomes:

  1. Understand your diverse customer base
  2. Explore the principles of great service
  3. Clarify, manage, and negotiate customer expectations before delivering a solution
  4. Following a disciplined process to meet customer needs and then achieve excellence
  5. Project the appropriate image to your customers
  6. Know how to contribute to and create a customer service culture
• Module 02 - Telephone Techniques

  Great service means focusing on every customer experience, including those over the phone. Give your staff the skills and attitude to create a great first impression, to effectively transfer calls, to manage the conversation, to achieve the customer’s outcome and to finish the call positively.

  Outcomes:

  1. Greet customers with confidence and ease, creating a positive first impression
  2. Gain the caller’s trust using proven communication techniques
  3. Obtain the necessary information during the call
  4. Understand the caller’s intentions and needs
  5. Create transparency and seamlessness in your telephone etiquette
  6. Establish the right words for unambiguous and productive communication
• Module 03 - Customer Psychology

  Every customer is different and wants to be treated like an individual person. Being able to adapt your communication and style to their preferences will help to build rapport, trust and generate customer loyalty.

  Outcomes:

  1. Recognise the importance of relationships in business
  2. Understand differences amongst customers
  3. Read customer’s behavioural preferences and needs
  4. Adjust your approach to deal with people more effectively
  5. Use behaviours to build rapport and motivation
  6. Recognise conflicts of style and what to do about it
• Module 04 - Handling Complaints & Difficult Customers

  When you encounter difficult customer behaviours, it is easy to take it personally and let it affect your motivation and confidence. If you’re able to deal better with complaints and difficult customers, it increases the chances of winning them back while also staying positive, working better under pressure and being nice to yourself.

  Outcomes:

  1. Understand why customers are difficult and not take it personally
  2. Turn difficult customers into opportunities for the organisation
  3. Master proven techniques to professionally manage emotions and irate customers
  4. Allow the customer to feel in control whilst generating options with available resources
  5. Know how to defuse situations with customers and to handle tough scenarios
  6. Manage difficult requests in a positive and effective manner
• Module 05 - Managing Internal Customers & Expectations

  We all know we need to focus on external customers. However, if we neglect the internal relationships, our service will fall in heap. Internal customer service is when we provide service to the people we work with, helping them to do their best to serve external customers and promote the interests of our company.

  Outcomes:

  1. Identify needs of internal and external customers
  2. Recognise how internal service impacts external service
  3. Uncover the root causes of problems
  4. Managing competing expectations
  5. Clearly communicate and probe for opportunities
  6. Set healthy boundaries whilst working to create an acceptable outcome for all parties