Customer Service Excellence

This course will show you why managing customers’ expectations and handling dissatisfaction are vital to an organisation’s success.

We will teach you how to act in a professional manner in person and on the phone. We will demonstrate the importance of managing your client’s expectations. We will teach you skills and techniques to help you become a better listener and to elicit important information in a friendly and professional manner.
Lesson listing:
·       What is customer service and why does it matter
·       Balancing personable with professional
·       Communicating effectively with your customers
·       Active listening
·       Customer service conversation starters
·       Expressing empathy
·       Soliciting and responding to customer feedback
·       Personalizing customer interactions to build rapport
·       Customer communication channels
·       Why customers get upset
·       Gaining control of customer conversations
·       Responding to abusive customers
·       A guide to retaining customers

This course is designed for anyone who has a client-facing role and who wants to make their job easier by being able to communicate in a professional and constructive way with clients.