Course Overview

The Customer Service Course is designed to provide learners with essential skills and strategies to deliver exceptional customer service across various platforms. Participants will explore best practices in customer interactions, problem resolution, and building lasting customer relationships. The course covers both face-to-face and digital customer service techniques, focusing on customer satisfaction, communication, and conflict management. By the end of the course, learners will be able to effectively handle customer inquiries, resolve complaints, and ensure a positive customer experience that fosters loyalty.

 

Prerequisites

-A basic understanding of business operations or customer service processes is recommended.

Target Audience

This course is ideal for customer service representatives, front-line staff, retail workers, call centre agents, and individuals in customer-facing roles. It is also suitable for managers and supervisors looking to improve their team’s customer service capabilities.

Course Highlights

  • Learn best practices for providing exceptional customer service in both physical and digital environments.
  • Develop skills in effective communication, problem resolution, and conflict management.
  • Explore techniques for managing difficult customers and ensuring positive customer experiences.
  • Gain hands-on experience in building customer loyalty and satisfaction.
  • Ensure alignment of customer service practices with organisational goals.

Course Objectives

By the end of this course, learners will be able to:

  • Deliver exceptional customer service that enhances customer satisfaction and loyalty.
  • Communicate effectively with customers across various platforms and channels.
  • Resolve customer complaints and conflicts using empathy and effective problem-solving techniques.
  • Apply decision-making skills to improve customer service outcomes and efficiency.
  • Develop and implement customer loyalty programs that foster long-term relationships.
  • Leverage digital tools and platforms to provide efficient and responsive customer service.
  • Adapt customer service strategies to meet the evolving needs of customers in the digital age.
  • Build strong customer relationships through personalised interactions and support.
  • Align customer service practices with organisational goals to drive business success.
  • Measure and improve customer satisfaction through continuous feedback and monitoring.

Course Outline

Instructional Methods: Group discussions on customer service principles, practical exercises in customer service basics, and case studies on customer satisfaction.

Topics Covered:

  • The role of customer service in business success.
  • Key principles of delivering exceptional customer service.
  • Customer service standards and expectations in various industries.
  • The importance of aligning customer service with business objectives.
  • Identifying different customer types and their needs.

Instructional Methods: Hands-on exercises in communication techniques, group discussions on active listening, and case studies on improving communication.

Topics Covered:

  • Developing effective verbal and non-verbal communication skills.
  • Using positive language to enhance customer interactions.
  • Active listening skills for understanding customer needs.
  • Managing communication across digital platforms (e.g., email, chat, social media).
  • Adapting communication styles for different customer types.

Instructional Methods: Practical exercises in resolving customer complaints, group discussions on conflict resolution, and case studies on handling difficult customers.

Topics Covered:

  • Techniques for managing difficult customers and resolving complaints.
  • Understanding customer emotions and managing conflict effectively.
  • Building rapport to defuse tense situations.
  • The importance of empathy in customer service.
  • Turning complaints into positive customer experiences.

Instructional Methods: Group discussions on problem-solving techniques, practical exercises in decision-making, and case studies on solving customer problems.

Topics Covered:

  • Identifying and resolving customer issues quickly and effectively.
  • Using problem-solving frameworks to address customer challenges.
  • Developing decision-making skills for front-line customer service.
  • Empowering employees to make decisions that enhance customer satisfaction.
  • Implementing solutions that create positive outcomes for customers.

Instructional Methods: Hands-on exercises in developing loyalty programs, group discussions on customer retention strategies, and case studies on improving customer loyalty.

Topics Covered:

  • Developing strategies to improve customer satisfaction and retention.
  • Building customer loyalty programs that foster long-term relationships.
  • Measuring customer satisfaction and loyalty through surveys and feedback.
  • Enhancing the customer experience through personalised service.
  • Using CRM tools to track customer interactions and satisfaction levels.

Instructional Methods: Practical exercises in digital customer service, group discussions on managing online interactions, and case studies on customer service in digital platforms.

Topics Covered:

  • Providing exceptional customer service in digital environments.
  • Managing customer inquiries across email, chat, and social media.
  • Using digital tools to enhance customer service efficiency.
  • Monitoring and managing online customer reviews and feedback.
  •  Adapting customer service strategies to meet the needs of a digital audience.

Certification

A certificate of completion will be awarded upon successful completion of the course.

Course Fees

$788 $488

Customer Service

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