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Customer Service COURSE INTRODUCTION:- The Customer Service course will teach students the fundamentals of customer service, and help them to develop core competencies for providing excellent customer service. Students learn the definition of customer service, who their customers are, and how to be customer service oriented through description and examples. They learn tips for managing time and stress, communicating effectively with customers, and managing customer relationships. The course highlights being prepared, and dealing professionally with customer conflicts and complaints. It identifies common customer service pitfalls and explains how to avoid making them. It also emphasizes the importance of gathering and responding to customer feedback, and maintaining a professional image. Students are given ample opportunity to practice, apply and develop their customer service skills through the completion of hands-on tasks. The tasks focus on identifying good and bad customer service techniques, by analyzing and responding to various customer service scenarios. COURSE PREREQUISITES: None. OF INTEREST TO:- Those who want to develop or enhance customer service skills. COURSE AIM:- To provide a comprehensive, hands-on approach to customer service COURSE CONTENT:- Lesson 1: Defining Customer Service; Being Customer Service Oriented; Managing Time and Stress Lesson 2: Developing Verbal Communication; Communicating with a Customer-Friendly Attitude; Getting in Tune With Your Customers; Developing Written Communication Lesson 3: Following Processes and Procedures; Understanding Customer Relationship Management; Meeting and Exceeding Customer Needs Lesson 4: Being Prepared; Dealing With Complaints and Mistakes; Winning Over Difficult Customers Lesson 5: Avoiding Customer Service Pitfalls; Gathering and Responding to Feedback Lesson 6: Maintaining Service Levels; Developing Effective Service Quality Teams; Keeping Up with the Times COURSE NOTES:- Course material is provided as an ongoing reference. Participants who successfully complete the course and achieve a 75% or higher mark will receive a certificate
Courses Start every Monday We are open weekdays, one evening and Saturday mornings. Flexi-Time Self-Paced, Pick-'n-Mix Training. Our Exclusive System allows you to learn at your own pace within your own flexible, time commitments. There is no need to keep pace with other students Set your own schedule; You can create a schedule that lets you accommodate your job, your family and other time commitments. Financial arrangements available or use our Time Payment Plan. WINZ funding may be available - conditions apply. |
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