Customer Service Training

This course will cover topics such as:

• Self Knowledge - understanding how behaviors, attitude, emotional intelligence and body image / telephone etiquette may influence how we serve customers and the service experience;
• Being Professional - understanding how professionalism, image, dress code, first point of contact and first impressions influences customers, the brand and how services are received. Preparing the delegate to be a Brand Ambassador;
• Communication - Principles of communication, Verbal and Non-verbal communication. Understanding the Importance of listening and telephone etiquette and Interaction Styles
• Customer Service Excellence - Importance of Customer Service and Service Excellence Principles. Knowing and understanding your Customers and defining and delivering good customer service. Dealing with difficult client, reasonable expectations, how should we treat and approach/respond to customers, internal customer service, and how to focus on becoming a service champion.

The workshop will include exercises and simulations; the course includes various exercises and simulations per respective section