Deliver Exceptional Service and Build Lasting Customer Relationships
Customer service is at the heart of every successful business. This course provides participants with the skills and techniques needed to engage with customers effectively, build strong relationships, and handle challenging situations with confidence.
Who Should Attend?
- Customer service representatives and front-line staff
- Managers and business owners aiming to improve customer experience
- Sales and support teams looking to strengthen client relationships
- Anyone who interacts with customers in their role
Course Content
Introduction to Customer Service
- Understand the importance of customer service in business success
- Explore how customer expectations have evolved over time
Customer Service Fundamentals
- Define customer service and its key components
- Identify internal and external customers
- Recognize different types of customer interactions
Effective Communication Skills
- Learn verbal and non-verbal communication techniques
- Develop active listening skills to enhance customer interactions
- Apply empathy to understand and meet customer needs
Building Positive Customer Relationships
- Establish trust and credibility with customers
- Handle difficult customers and challenging situations professionally
- Use conflict resolution techniques to turn complaints into opportunities
Customer Service in a Digital Age
- Apply best practices for online customer service
- Utilize social media for customer engagement
- Manage customer expectations in digital interactions
Customer Service Technologies
- Explore the role of CRM (Customer Relationship Management) systems
- Understand the use of live chat, chatbots, and virtual assistants
- Learn about data security in customer service
Team Collaboration in Customer Service
- Understand the role of teamwork in delivering excellent service
- Improve cross-functional communication for better customer support
- Align customer service with overall business goals
Continuous Improvement in Customer Service
- Learn how to gather and analyze customer feedback
- Implement strategies for continuous service improvement
- Adapt to changing customer needs and market trends
Cultural Competence in Customer Service
- Recognize and respect cultural differences in customer interactions
- Tailor communication to diverse customer demographics
- Avoid cultural missteps in customer service
Measuring and Monitoring Customer Service Performance
- Identify key performance indicators (KPIs) for customer service
- Use tools to measure customer satisfaction and service effectiveness
- Develop a customer-focused performance management system
Course Details
Delivery Mode: Live online via Zoom
Accreditation: Certificate of attendance
Onsite in-person training for companies booking groups of delegates.
Why Choose This Course?
Practical, real-world customer service techniques Interactive learning with role-playing and case studies Improve customer interactions and long-term relationships
How to Register?
To book your spot, email info@execoach.co.za or call 0625705583.
