Duration
2 Days
12 CPD hours
This course is intended for
Operations managers, account representatives, customer service staff, help desk
and technical support, and anyone working directly with customer will benefit
from this course.
Overview
Define customer service in relation to both internal and external customers
Recognize how your attitude affects customer service Identify your customer\'s
needs Generate repeat business with outstanding customer service Build goodwill
through in-person customer service Provide outstanding customer service over the
phone Connect with customers through online tools Deal effectively with
difficult situations
This course offers practical tools and techniques to win clients, create loyal
advocates for your business, and deliver excellent customer service.
Private classes on this topic are available. We can address your organization?s
issues, time constraints, and save you money, too. Contact us to find out how.
1. CUSTOMER SERVICE - A BASELINE
* Recognizing Your Customers
* Understanding Your Role in Customer Service
2. DEVELOPING A CUSTOMER SERVICE MIND-SET
* Leveraging Your First Impression
* Feeling Positively About Customers
* Mastering Moods and Emotions
3. IDENTIFYING CUSTOMER NEEDS
* Understanding the Customer\'s Situation
* Avoiding Assumption and Prejudgment
* Meeting Basic Needs
* Seeking to Exceeding Expectations
* Building Repeat Relationships
4. CONNECTING WITH THE CUSTOMER
* Achieving Authenticity through Body Language
* Responding Effectively to Problems
* Mastering Online Etiquette
* Seeking Customer Feedback
5. DEALING WITH DIFFICULT SITUATIONS
* Effectively Addressing Complaints
* De-escalating Anger
* Establishing Common Ground
* Remaining Calm, Respectful and Objective
6. EFFECTIVELY ADDRESSING COMPLAINTS
* Creating a Memorable Customer Experience
ADDITIONAL COURSE DETAILS:
Nexus Humans Providing Outstanding Customer Service training program is a
workshop that presents an invigorating mix of sessions, lessons, and
masterclasses meticulously crafted to propel your learning expedition forward.
This immersive bootcamp-style experience boasts interactive lectures, hands-on
labs, and collaborative hackathons, all strategically designed to fortify
fundamental concepts.
Guided by seasoned coaches, each session offers priceless insights and practical
skills crucial for honing your expertise. Whether you're stepping into the realm
of professional skills or a seasoned professional, this comprehensive course
ensures you're equipped with the knowledge and prowess necessary for success.
While we feel this is the best course for the Providing Outstanding Customer
Service course and one of our Top 10 we encourage you to read the course outline
to make sure it is the right content for you.
Additionally, private sessions, closed classes or dedicated events are available
both live online and at our training centres in Dublin and London, as well as at
your offices anywhere in the UK, Ireland or across EMEA.