Customer Service

Topics Covered

• Who are customers and why are they important?
• Establishing and maintaining attitude and appearance.
• Identifying and addressing customer requirements.
• Generating return business from loyal customers.
• In-person customer service and why it’s important.
• Customer service over the phone: the do’s and don’ts.
• Recovering difficult customers and winning them back.
• The 10 tips on how to WOW customers.

Objectives

Upon completion of this course, participants will learn:

• What customer service means to your customers.
• The difference between internal and external clients.
• How personal attitude can affect customer service
• How to identify a customers’ needs effectively.
• How to use customer service to gain return business.
• How to build good-will through customer service.
• How to provide great customer service over the phone.
• How to connect with customers through online tools
• How to deal with (and recover) difficult customers.

Designed for

This course is designed for organisation-wide delivery and provides employees and employers with general knowledge of how to provide customer service in order to generate return business. This course also provides participants with a strong understanding of respectful customer service and how to treat customers with a high level of personalised service.

Outcomes

On successful completion of this course, participants will have the necessary information to be able to improve their customer service over the phone, in person, and over the internet. Employees will also gain a higher understanding of customer needs, as well as how to deal with difficult customers and difficult customer service situations.