Customer Service Excellence

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Course Details

The ability to provide excellent customer service is an essential business skill. This one-day interactive course introduces the fundamentals of customer service excellence. It is offered to you virtually and in person. During this engaging opportunity, participants will explore the importance of their role in their organization, identify their customers, and learn about what makes a customer experience memorable and positive.  

Who Should Attend

Customer service professionals, call center professionals, or other service professionals who frequently interface with clients, and anyone else who would like to learn to provide extraordinary customer service. 

Module 1: What Customers Want (70 Minutes) 

Module 2: Customer Interactions (95 Minutes) 

Module 3: Understanding and Helping Customers (90 Minutes) 

Module 4: Handling Challenging Customer Situations (75 Minutes) 

Learning Objectives

At the end of this course, participants will be able to:  

• Apply customer service excellence as a business differentiator  
• Identify internal and external customers  
• Create seamless customer service  
• Describe moments of truth and how to change from negative to positive  
• List the five stages of the Customer Interaction Cycle  
• Describe the importance of anticipating needs and being prepared to serve customers  
• Demonstrate a positive attitude to the customer through tone of voice, word choice, and body language  
• Demonstrate active listening, effective questioning and restating skills  
• Set realistic expectations with customers  
• Offer information and options to customers after understanding their needs  
• Describe strategies for keeping customers  
• Use a process to handle challenging customer situations  
• Identify strategies for dealing with challenging customer types  
• Create a plan for developing your customer service skills when handling challenging customer situations  

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