Live Instructor-Led Training
The course Customer Service Training: The Fundamentals delves into the essentials of establishing a customer-centric culture. Whether you are a front-line salesperson, call centre Manager, deliver service in the field, or perform any other client-centred 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? This course will give you the theory, practice, tools and tips to successfully navigate the world of customer service,
Sep 19 - 19, 2019$750.00Oct 21 - 21, 2019$750.00Nov 18 - 18, 2019$750.00Dec 16 - 16, 2019$750.00
Introducing Customer Service
What is Customer Service?
What are Common Mistakes in Customer Service?
What is the Cost of Bad Customer Service?
Developing a Customer-Centred Organization: People, Process, Tools
An Ounce of Prevention
Know your Business: Why, What, Who and How
Know your Customers
Know Your Other Stakeholders (e.g., suppliers)
Create Conflict-Resistant Contracts
Establish Incident Management Protocols
Dealing with Customers
Understanding Conflict
Understanding You in Conflict Situations: Personality, Triggers, Knowledge and Skills
Communication Etiquette
Effective Communication
Active Listening
Managing Difficult Customers
Troubleshooting Problems
Understanding Symptom vs. Cause
Using Root Cause Analysis Tools
Generating Solutions
Pulling it all Together
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.
Oct 9 - 11, 2019$2,250.00Nov 6 - 8, 2019$2,250.00Dec 4 - 6, 2019$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.
Oct 7 - 8, 2019$1,150.00Nov 4 - 5, 2019$1,150.00Dec 2 - 3, 2019$1,150.00
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.
Sep 16 - 17, 2019$1,150.00Oct 15 - 16, 2019$1,150.00Nov 11 - 12, 2019$1,150.00Dec 9 - 10, 2019$1,150.00