Description

Duration

1 Days

6 CPD hours

This course is intended for

This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills.
It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility.

Overview

In this course, you will refresh and expand your customer service skill set.
You will:
Apply fundamental customer service knowledge and skills.
Manage your everyday workflow.
Take care of customers by assessing their needs, resolving their issues, and encouraging further sales.
Deal with challenging customer interactions.
Apply customer service leadership skills

In this course, you will apply important principles and skills you can use as a customer service professional.

In addition to providing basic customer service, you'll also learn important principles and skills that will empower you to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.

Applying Customer Service Foundations

Topic A: Assess Customer Service Basics

Topic B: Develop Interpersonal Skills

Managing Your Workflow

Topic A: Apply Organizational Skills

Topic B: Handle Simultaneous Customer Contacts

Topic C: Manage Individual Stress

Taking Care of Customers

Topic A: Maintain Focus on the Issue

Topic B: Assess Customers

Topic C: Diagnose Customers? Problems

Topic D: Educate the Customer

Topic E: Resolve Customers? Problems

Topic F: Encourage Further Sales Through Service

Dealing with Challenging Customer Interactions

Topic A: Recognize Difficult Situations

Topic B: Work within Your Company Parameters

Topic C: Handle a Difficult Interaction

Topic D: Overcome Negativity

Topic E: Redirect the Customer

Topic F: Follow Up on a Challenging Situation

Progressing to Leadership

Topic A: Lead from Within Your Team

Topic B: Address Escalated Customer Issues

Topic C: Analyze Customer Service Metrics

Additional course details:

Nexus Humans Excellence in Customer Service (Advanced) 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 Excellence in Customer Service (Advanced) 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.

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Excellence in Customer Service (Advanced)

By Nexus Human

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