CUSTOMER SERVICE TRAINING

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
Course Content
section 1
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INTRODUCTION