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The Quality Customer Service training programme is for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers. Delegates will understand the impact on them and their organisation of providing the best possible service learning to communicate with customer’s in a professional and effective manner.
The Customer Service Skills course is a basic training programme in essential Customer service skills. The modules are created carefully to equally balance knowledge and practical skills accompanied by personal feedback rendered by our professional and experience facilitators.
The program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customised proposal can also be arranged, to suit the training requirements of your team.
By attending this ICL training course, delegates will be able to:
Define good service
Adapt a professional approach to clients
Communicate correctly with customers
Build customer relationships
Deal with difficult clients
Analyse service levels
Personal accountability
Live-Online
This course is designed for those Individuals seeking training in customer service and customer care, those in customer facing or customer support roles, who want to develop their customer service skills and behaviours, but will greatly benefit:
Customer Service Professionals
Front-line Customer Service Representatives (CSR)
Team Leaders & Supervisors
Administrators
HR & Training Professionals
Accounts Personnel
Sales & Marketing Professionals
Public Relations Personnel
The following topics will be covered:
Defining Customer Service
Good vs. Poor Service
Who is my Customer?
Customer Relationship Management (CRM)
Customer Satisfaction
Wow! Service – Going the Extra Mile
Dealing with Customer Complaints
Measuring Customer Service
Courtesy
Communication Skills – a Vital Tool for Excellent Customer Service
Telephone Etiquette and Online Etiquette
Understanding and Communicating with your Customer