Course Overview

Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-day course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation.

Course Objective

• Establish the importance of setting and reviewing customer service standards
• Develop an understanding of internal and external customer expectations
• Communicate more effectively by utilizing active listening and questioning skills
• Demonstrate how to deal with difficult or demanding customers in a professional manner
• Set SMART objectives and goals to become more productive
• Utilize stress management techniques to increase job satisfaction

Who Should Attend??

• Customer service representatives
• Team supervisors
• Department managers
• Account managers
• Field service representatives