Corporate Training · 5 Courses

customer service skills

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01 — Courses in Customer Service Skills

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2 Days7 Modules

Communication Skills for Customer Service Staff

The “Communication Skills for Customer Service Staff” training programme is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This programme consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.

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1 Day4 Modules

Handling Angry and Difficult Customers

It’s no fun being on the receiving end of a frustrated, angry customer who just had a bad customer experience and is out to vent, particularly when the customer’s issue was not even your fault in the first place. This one-day programme equips teams with a simple but powerful 3-step process. Using this process, representatives are able to calm angry customers down, regain and maintain control of the conversation, and handle high-stress situations confidently and professionally. Team members learn to diffuse the customer’s strong emotions, bring the focus back to the issue, and concentrate on working together collaboratively to resolve the problem.

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2 Days3 Modules

Managing the Customer Experience

The customer experience has emerged as a critical differentiator in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully. Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises. The workshop covers the principles, methods and best practices of managing the customer experience. Anyone wishing to improve their knowledge of CX and acquire the abilities necessary to develop and implement a successful CX management plan will find this workshop to be the perfect fit.

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2 Days3 Modules

Pathways to Service Excellence

The best learning experiences occur when you learn specific concepts, then practise them during the training and walk out with a solid technique you can apply the next day on the job. In this training we will do just that. We will learn the concepts, followed up by numerous hands-on practical activities to practise the skills so you walk out with specific best practice customer service techniques that are essential for you as a professional customer service representative to help you do an even better job than you are currently doing. So, if you want to get even better customer feedback, provide great customer experience and consequently achieve more sales than last year, this training programme is very much for you.

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2 Days6 Modules

Vision, Energy & Passion to Serve

Always putting your customer at the centre of your business creates a service-driven culture. The best and most successful businesses clearly understand this fact. This two-day customer service training course will motivate participants to become more customer-focused and passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service. Participants will learn how to become flexible communicators who engage better with customers, portraying energy, commitment, and ownership in each customer interaction. This two-day programme will energise your staff to deliver world-class service that leaves customers with a lasting positive impression.

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