Excelling in Customer Service

Overview:

We are all in the customer service business whether we realize it or not. Every day, we interact with “customers.” They could be our bosses, co-workers, government clients or even the public.  How you interact with others can make the difference in organizational and personal success or failure. Recurring customer service incidents, or even a single miscue, could have severe consequences or career impacts.

 Learn the essential techniques and skills needed to excel in your interactions with all customers. This one-day course will show you what it takes to provide exceptional customer service.                           

 You’ll learn how to “put a smile in your voice” when dealing with others. Through a series of lectures, practical exercises and critiques, you’ll practice your verbal communications, telephone etiquette, positive thinking, and problem solving in a way that will significantly enhance your customer service skills and career potential.

Prerequisites:

None

Objectives:

By the end of the course, you will be able to use the tips and techniques prescribed to excel with your interpersonal communications in any situation.

Topics:

• Make your customers feel important and appreciated
• Use active listening and relationship building
• Use questioning techniques to quickly learn the reason for the inquiry
• Learn and practice problem solving skills
• Use questioning techniques to quickly learn the reason for the inquiry
• Understand the impact of verbal and non-verbal communications
• Handle inbound and outbound calls effectively and efficiently

One-day course

Tuition: $ 279 (special group rates available)