CUSTOMER SERVICE TRAINING

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About Course

During this training, you are going to learn the following

Agencies in Nigeria and ISO Customer Service Standard

What is Customer Service

Who are Customers?

Key Elements That Makes for Excellent Customer Service

Most-needed skills to master this incredibly important position.

Attitude Checklist

Skills for Customer Service

What do Customers Want?

Greeting Customers

Establishing Rapport

Find out how You can Help

Communication is a 2-way Process

The Communication Equation

Effective Communication Skills

Barriers to Effective Communication

How to Listen to Customers

Following Skills

Questioning Skills

Reflective Skills

Using Your Voice

Body Language for a Positive Result

Telephone Skills

Written Communication

Guaranteeing Return Business

A Positive Organisational Image

Organisational Assessment – Activity

Presentation and Manner

A Positive First Impression

What to Avoid

Service Standards

Factors Affecting the Quality of Service

Customers with Special Needs

Planning Good Customer Service

Dealing with Difficult Behaviour

The Talkative Customer

The Angry Customer

The ‘know it all’ Customer

The Indecisive Customer

The Suspicious Customer

Role Play

Workshop Objectives

Evaluation

 

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Course Content

section 1

  • INTRODUCTION

SECTION 2

SECTION 3

SECTION 4

EXAMINATION

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