Live Instructor-Led Training
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.
Dec 16 - 16, 2019$750.00Jan 20 - 20, 2020$750.00Feb 17 - 17, 2020$750.00Mar 16 - 16, 2020$750.00
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
Customer Service Training: Managing the Customer Experience
Effective IT customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Managing the Customer Experience (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. In addition this course provides participants with a comprehensive exploration of key troubleshooting skills and methods as they apply in a complex IT environment. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Managing the Customer Experience that will allow you to hone your professional skills.
Dec 4 - 6, 2019$2,250.00Jan 15 - 17, 2020$2,250.00Feb 12 - 14, 2020$2,250.00Mar 11 - 13, 2020$2,250.00
Customer Service Training: Strategies for those who care
Effective customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Strategies for those who care (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. In addition this course provides participants with a comprehensive exploration of key troubleshooting skills and methods as they apply in a complex IT environment. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Strategies for those who care that will allow you to hone your professional skills.
Dec 2 - 3, 2019$1,150.00Jan 20 - 21, 2020$1,250.00Feb 17 - 18, 2020$1,250.00Mar 16 - 17, 2020$1,250.00
Customer Service Training: Essential Skills for Service Desks
Effective IT customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good IT customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Essential Skills for Service Desks (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Essential Skills for Service Desks that will allow you to hone your professional skills.
Dec 9 - 10, 2019$1,150.00Jan 20 - 21, 2020$1,250.00Feb 17 - 18, 2020$1,250.00Mar 16 - 17, 2020$1,250.00