Customer Service

“This course contains several exercises that

provide participants the opportunity to apply the techniques learnt.”

Customer expectations and knowledge about products, service, speed, quality, price and delivery have increased; they either complain when their expectations are not met or choose not to repeat business with you.

The core of good customer service involves bringing old customers back and attracting new ones through the “good news” that current customers are spreading about your business. Our variety of customer service courses has been developed specifically to enhance and develop your customer service staff. This will enable them to build a consistent culture of high class service provision across your organisation.

This highly practical and interactive course is designed to help you identify the customer 'touch-points' in your own organisation that arenot working. The course focuses on the key actions required to achieve real excellence in customer service. It will enable you to understand the root cause of customer complaints, manage customers’ expectations of you and your organisation and develop relationships that become long lasting.It will help you realign your customer service process for your team to focus on the things that are really valued by your customers.


Who Should Attend

This course is designed for individuals who are looking to improve or acquire a more in-depth understanding of Customer Service and enhancing their skills to a higher level.

Course content

• Defining customer service
• Adding value to the customers' experience
• Questioning techniques
• Walking in the customer's shoes
• Positive body language
• Solving the customer’s problem
• First impressions
• Managing expectations

Learning objectives

  • Understand the importance of Customer service for both the organisation and customers
  • Consider how organisations are perceived by their customers and how to plan for improvements
  • Understand the difference between short-term and long-term (loyal) customers and how to meet their needs
  • Understand the difference between customer expectations and customer perception in customerservice and how to address them