Customer Service Skills

By admin Categories: Soft Skills
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About Course

Two Days Training with International Certifications, Available for the Groups and for the companies also with the discounted Fees on English and Arabic Language courses, In-house or live and virtual Trainings.

 

Module One: Getting Started

  • Workshop Objectives
  • Pre-Assignment Review

Module Two: Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive

Module Four: Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile

Module Five: Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around

Module Six: In-Person Customer Service

  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

  • Ten Tips

Module Twelve: Wrapping Up

  • Words from the Wise
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