Target audiences
- Customer service representatives
- Front desk personnel
- Administrative assistants with client interactions
- Retail associates
- Call center agents
The Customer Service Excellence training program is designed to provide customer service professionals with the skills and knowledge necessary to deliver exceptional customer service. The program will cover a range of topics, including understanding customer expectations, effective communication techniques, conflict resolution, and building customer loyalty.
Objectives:
- Understand the importance of delivering exceptional customer service
- Develop effective communication skills to build rapport with customers
- Learn conflict resolution techniques to handle difficult customers
- Identify strategies to build customer loyalty and retention
- Increase overall customer satisfaction and enhance the reputation of the organization
The training program will include lectures, case studies, group discussions, and practical exercises. Participants will have the opportunity to apply the concepts learned in the training program to real-world customer service scenarios. By the end of the training program, participants will have the skills and knowledge necessary to deliver exceptional customer service, handle difficult customers, and build customer loyalty and retention.
Day 1: Introduction to Customer Service Excellence
- Understanding the importance of customer service excellence
- Identifying customer expectations and needs
- The impact of customer service on the organization
Day 2: Effective Communication Techniques
- Developing effective communication skills
- Active listening techniques
- Nonverbal communication and its impact on customer service
Day 3: Conflict Resolution and Handling Difficult Customers
- Identifying types of difficult customers
- Conflict resolution techniques
- De-escalation strategies
Day 4: Building Customer Loyalty and Retention
- Strategies for building customer loyalty
- Identifying and addressing customer concerns and complaints
- The role of empathy in customer service
Day 5: Enhancing Customer Service Excellence
- Best practices for delivering exceptional customer service
- Identifying areas for improvement
- Developing an action plan for ongoing customer service improvement
All our courses are provided in business centers located close to the city center.
After your course registration is complete, you will receive the invoice and comprehensive course details, which encompass information about the venue, instructor, classroom location and various logistical aspects.
For more details please contact us here