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Customer Service Skills

Customer Service Skills
  • Name:
    Customer Service Skills
  • Duration:
    3 hours
  • Audience:
    Everyone who has external and internal customers
  • Delivery:
    Instructor-Led
  • Price:
    $149 + GST

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Course Overview

In the modern competitive business world, customer service is not just about keeping some clients happy, but it is about raising your business profile. Good customer service makes a huge difference to your company’s image, credibility and more importantly profitability.

Knowing how to deal with your customers, helps you and your company to rise above the competition. Customer service is a skill that can be learned and mastered through practice and persistence.

Everyone involved in business needs to know the principles of effective customer service.

This course introduces you to the core principles of customer services. By employing these values and adopting the correct attitude, you will be able to handle the vast majority of customer interactions with ease, no matter how unusual or complicated they are.

You will also explore several methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.

Topics

  • The fundamentals of customer service principles.
  • How to interact with different types of customers and different personalities.
  • Getting information
  • Empathy. What is it and how do you do it.
  • Learn how to handle, mistrustful, angry, concerned or demanding customers.
  • How to handle complaints, feedback and unhappy customers.
  • How to use body language to enhance your communication.

Learning Outcomes

After this course you will:

  • Understand your customers and how to apply the principles of customers service.
  • Have the skills to effectively handle angry or concerned customers and respond to complaints and feedback.
  • Understanding body language and how that can enhance your communication.

On the Job Outcome

You will be able to provide a high level of service that meets your customer's expectations and improve your business’s image, credibility and more importantly profitability. 

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