Customer Service Training: The Fundamentals


Course Delivery

Live Instructor-Led Training

Course Description

The course Customer Service Training: The Fundamentals explores the essentials skills, techniques and tools needed to deliver customer-centric client service. Whether you work at a reception desk, in sales, at a call centre, provide service in the field, or perform any other client-focussed role, the key to business success is customer service. What is good customer service? What does your customer expect and need? How can you successfully manage difficult situations? How do you address chronic issues or deal with unexpected events? Through a 50-50 split of theory and applied exercises, scenarios, and case studies, this course will give you the theory, practice, tools and tips to successfully navigate customer service in your world.

Course Dates and Pricing


Dec 16 - 16, 2019$750.00Jan 20 - 20, 2020$750.00Feb 17 - 17, 2020$750.00Mar 16 - 16, 2020$750.00

Course Outline

What is Customer Service?

What is Customer Service?
What Shapes Customer Expectations?
Why Is Good Service Hard to Find?
What is the Cost of Bad Customer Service?
Core Training Areas for Excellence in Customer Service
Exercises

Becoming a Customer-Centric Organization

What is a Customer-Centric Organization?
Understanding Your Business
Who Are Your Customers or Clients?
Creating Customer Personas
Creating a Customer Journey Map
Other Useful Tools
Exercises

Delivering Customer-Centric Service

Common Mistakes in Customer Service – and How to Avoid Them
12 Essential Skills for Front-Line Staff
Communication Tips
Using the “Questioning Technique”
Using the “Improv Technique”
Important Policies, Processes and Tools to Manage Your Customers
Exploring Real-World Case Studies and Scenarios

Troubleshooting Problems

Symptom versus Root Cause
Root Cause Analysis Tools and Techniques
Applying Root Cause Analysis to Real-World Problems

The Conflict Resolution Process

6-Step Conflict Resolution Process in Customer Service
Role-Playing Exercise

Handling Difficult Situations

Handling Angry Customers
Handling Sexism, Racism and other Ignorant Behaviour
Handling Trolls
When a Customer Wants a Personal Relationship
When the Policy Must be Followed
Exercises

Course Wrap Up


Course Locations

  • Ottawa

  • Montreal

  • Toronto

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