Customer service is an integral part of every business.

It happens in many different formats from in-person to telephonically via the internet.

Regardless of how customer service is delivered, soft skills are needed.

Customer service soft skills are relationship-building skills.

This practical workshop highlights the importance of working through company standards and meeting customer perspectives, perceptions and expectations.

Learning Gains:

• Effective customer communication
• Understanding customer perspectives, perceptions and expectations
• Handling customer diversity
• Customer do's and don'ts
• Consideration towards customer disappointments, problems and complaints
• Taking initiative, being pro-active and a solution thinker
• Sound product information and knowledge
• Ensuring repeat business
• Telephone and email communication
• Customer policies and procedures

COURSE CONTENT:

Definition of Customer Service

• Impact on the business; ten simple rules
• Customer service and company standards
• Your approach, personality, first impression, body language and verbal
• Having the right attitude towards working with people
• Maintaining a corporate identity

Identifying Customers

• Internal and external customer
• Customer profiles

Managing Customers

• Effective customer communication
• Understanding customer perspectives, perceptions, expectations
• Handling customer diversity
• Customer do's and don'ts
• Consideration towards customer disappointments, problems and complaints
• Taking initiative, being pro-active and a solution thinker
• Sound product information and knowledge
• Ensuring repeat business
• Customer policies and procedures

Dealing with Customers Telephonically and Electronically

• Telephone and email techniques and etiquette
• Building rapport telephonically and electronically
• Adopting a 'one company one image' approach

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