Excellence in Service - Essentials

This course teaches participants the fundamentals of customer service in both face-to-face and telephone settings. You will learn how to create positive customer experiences that help to build customer loyalty, through your behaviour and choice of...
$605
Brand
SKU:
EISE
Duration:
1 Day
Delivery:
Virtual Classroom
Adding to cart… The item has been added
Request a Quote

Excellence In Service - Essentials

This course teaches participants the fundamentals of customer service in both face-to-face and telephone settings. You will learn how to create positive customer experiences that help to build customer loyalty, through your behaviour and choice of words. You will also develop the skills to deal with challenging customers and situations. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure your success.

Audience

This course is a must for anyone in an internal or external customer facing situation and for any organisation that seeks a high retention rate of customers.

Pre-requisites

There are no prerequisites for this course.

Skills Covered

  • Helps customer-facing-staff to understand the importance of good service and its role in customer retention
  • Creates a professional and proactive image for the company
  • Increases customer satisfaction and retention creating greater potential income for the company
  • Easier management of staff and customer issues due to increased satisfaction of staff and customers
  • Helps you become an asset to your organisation by providing tactics and strategies to meet or surpass customer expectations
  • Builds your versatility for different situations through heightened communication skills
  • Empowers you with techniques to deal with difficult or problematic situations
  • Lessens stress by providing skills to de-escalate challenging situations

Course Content

Excellence In Service - Essentials

  • Lesson 1: Customer service fundamentals
    • Customer service and customers
    • Understanding the importance of good service
    • Identifying the types of customers
    • Customer interaction
    • Building rapport with customers
    • Communicating with customers
    • Customer expectations
    • Responding to a customer
    • Exceeding customer expectations
  • Lesson 2: Culture and Context
    • Understand the impact of multi-culture on customer expectations
    • Discuss positioning in customer relations
    • Develop skills to negotiate the positioning scaffold
    • Role play positioning
    • Set up for managing customers
  • Lesson 3: Customer service skills
    • Attitude and attention
    • Demonstrating a positive attitude
    • Providing extra attention
    • Quality of service
    • Providing good customer service
    • Discussing the steps in service process
    • Problem resolution
    • Learning from problems
    • Resolving problems
  • Lesson 4: Customer management
    • Dissatisfied customers
    • Understanding a dissatisfied customer
    • Preventing dissatisfaction
    • Handling dissatisfied customers and complaints
    • Angry customers
    • Handling an angry customer
    • Diffusing anger through listening
    • Upset customers
    • Discussing the basics of serving an upset customer
    • Serving an upset customer
    • Stress in service situations
    • Controlling your emotions
    • Reducing stress
  • Lesson 5: Customer Communication
    • Communication fundamentals
    • Understanding clear communication
    • Analysing communication breakdown
    • Interpersonal communication
    • Communicating clearly with customers
    • Understanding nonverbal and verbal aspects
    • Telephone skills
    • Providing good service on the telephone
    • Understanding telephone etiquette
    • E-mail etiquette
    • Composing effective e-mail messages
    • Using attachments effectively

FAQs

  • How do I enrol in this online training?

    You can enrol in this training on our website and make an online payment using any of the following option

    • Visa Credit or Debit Card
    • MasterCard
    • American Express
    • Diners Club
    • PayPal

    Once payment is received, you will automatically receive a payment receipt and access information via email.

Buy Now

Our Most Popular Training Courses

BApps4

MB-230T01: Microsoft Dynamics 365 Customer Service

$2,670

Microsoft

  • Duration 3 Days
View Course
Everything you need to become a PRINCE2 Practitioner, all in one place.
Course Name Exam Access/Duration Price (Incl Tax)  
MB-230T01: Microsoft Dynamics 365 Customer Service 3 Days
$2,670
course info
BApps5

MB-240T00: Microsoft Dynamics 365 Field Service

$2,670

Microsoft

  • Duration 3 Days
View Course
Everything you need to become a PRINCE2 Practitioner, all in one place.
Course Name Exam Access/Duration Price (Incl Tax)  
MB-240T00: Microsoft Dynamics 365 Field Service 3 Days
$2,670
course info
SD2

MS-100T00: Microsoft 365 Identity and Services

$4,250

Microsoft

  • Duration 5 Days
View Course
Everything you need to become a PRINCE2 Practitioner, all in one place.
Course Name Exam Access/Duration Price (Incl Tax)  
MS-100T00: Microsoft 365 Identity and Services 5 Days
$4,250
course info
PD5

Leadership Excellence (From Good to Great)

$1,210

NextTech

  • Duration 2 Days
View Course
Everything you need to become a PRINCE2 Practitioner, all in one place.
Course Name Exam Access/Duration Price (Incl Tax)  
Leadership Excellence (From Good to Great) 2 Days
$1,210
course info
Customer Service

Customer Service

$605

NextTech

  • Duration 1 day
View Course The item has been added
Everything you need to become a PRINCE2 Practitioner, all in one place.
Course Name Exam Access/Duration Price (Incl Tax)  
Customer Service 1 day
$605
course info View Course