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CUSTOMER SERVICE TRAINING

UPCOMING CUSTOMER SERVICE TRAINING AT ROYAL TULIP NAIROBI

DOWNLOAD INVITATION LETTER

Contains all information About the training; cost, date,venue,duration,course outline, and many more details.

Download Registration Form

To register for the training , download the registration form . Fill in the details and mail it to us at @ info@cyneteastafricaconsultancy.co.ke

COURSE PROFILE AND OUTLINE

Target Audience
This course is ideal for anyone seeking training in customer service and
customer care. The majority of participants attending our customer
services courses are in customer facing or customer support roles who
want to develop their customer service skills and behaviours.

• The course will be tailored to the most frequent method of communication
used to connect with your customers e.g. face to face, telephone, email.
We are experienced at providing bespoke customer services training
courses and longer term programmes to meet your specific organisation
goals and service standards.

Course Aim
• This customer service skills training course will develop the participants’
skills and behaviours to offer exceptional customer care.

The training aims
to empower participants to provide effective solutions to customer service
requests and problems when they arise.

Course Objectives
By the end of this one day training course, the participants will have:
• Adopted a consistent, professional style when speaking with customers
• Developed skills in engaging with customers and handling their
inquiries effectively
• Listened effectively, asked questions and summarized to respond fully to a
customer request
• Identified ways they can add value to customer relationships and exceed
expectations
• Practiced how to turn customer service disappointment into a positive
experience

COURSE OUTLINE

Course Outline – Morning Session

Welcome and introduction
– Course objectives and outline for the day
– Domestic arrangements and style of programme
– Facilitator presentation and participant personal
Introductions

 Defining Customer Service
– What does great service look like and feel like?
– Sharing our own experiences of good and bad
service
– Responsibility for customer service
– Stepping into your customers’ shoes
– Individual and group exercises, facilitated group
discussion
 Handling customer enquirers
– Customer contact model and service standards
– Creating lasting first impressions
– Building and maintaining rapport
– Using positive language and tone of voice
– Demonstration, facilitated group review, pairs
exercise with group review
Establishing customer needs and responding to
requests
– Questioning
– Active listening – including taking notes
– Summarizing
– Practical exercises in pairs and trios with group
discussion
Handling work based customer requests
– Identifying challenging customer requests
– Responding to challenging customer requests
assertively
– Group discussion, short practice sessions in pairs with
feedback

Course Outline – Afternoon Session

Service recovery
– Turning disappointment into delight
– Identifying the nature of customer complaints
– Responding to customer complaints
– Introducing colleagues to resolve a customer
service issue
– Group discussion, presentation, exercise with
group review

 Complaint handling practice
– Practice brief
– Practice sessions
– Complaint handling practice sessions with
feedback, group review
Building customer relationships
– Relationship triangle – trust and loyalty
– What differentiates us from our competitors?
– Identifying ways to add value and exceed
customer expectations
– Following up
– Presentation, revolving flip-chart exercise in small
groups, group review
Applying the learning and next steps
– Review of learning and action planning
– Course feedback

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