Customer Services Training

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Objective of this Training on Customer Services:

The main purpose of this customer service Training is to empower delegates on techniques of building lifelong customer service skills by developing effective customer-care strategies.  Upon completing the customer service training course, delegates should be able to:

  1. Know the different types of Customers,
  2. Handle the most sophisticated and complicated problems of customers
  3. Analyze customer need
  4. Understand Customer Expectations
  5. Successfully handle difficult and upset customers
  6. Win back angry and departing customers,
  7. Turn difficult customers to faithful clients       

Duration of this Customer Service Training:   

This Customer Service Training course has duration of Three (3) days. This includes classroom presentations, discussion and exercises using role plays and simulations. We can organize the training in Nigeria or on site upon client request.

Pre-requisite:  

There are no prerequisite, however, participants should be able to speak English.

  • Training methodology:
  • Exposés, debates, brainstorming,
  • Video projection, Exercises.

Those who will benefit from the training:

Customer Service Unit Personnel, customer service professionals, service agents, Frontline workers, Cleaners/Cooks, Security Guards, Any employee who deals directly with Customers

Course content:

Module 1:

  • Introduction to Customer Service
  • What Is Customer Service
  • Developing a Customer-Centric Mindset
  • Who Are Your Customers?
  • When & Where Does Customer Service Take Place
  • The Need For Customer Service

Module 2:

  • Customer Service communication Skills
  • Developing Effective Communication Skills
  • Presenting a Professional Image
  • Non-verbal Communication Skills
  • Body Language
  • Physical Distance
  • Verbal Communication Skills
  • Choice of Words
  • Tone Of Voice
  • Opening a dialogue
  • Closing the dialogue
  • Appealing to ration vs. appealing to emotions
  • The positive mindset

Module 4:

  • Dealing with difficult and Upset Customers
  • What Makes Customers Upset?
  • Avoiding Upsets
  • What Can You Do To Avoid Upsets?
  • 5 Key Steps to Calming Upset customers
  • What To Do When You Are Upset.
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

Module 5:

  • Recovering Difficult Customers
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting your Limits
  • Managing your own Emotions

Module 6:

  • Generating Return Business
  • Addressing Complaints
  • Turning Difficult Customers to faithful clients

Module 7:

  • Telephone Customer Service
  • Mastering The Telephone
  • Answering The Telephone
  • A Professional Greeting
  • Active Listening
  • Putting Callers On Hold
  • Closing The Call