Customer Service

It is vital to learn how to project a positive and professional image in all types of situations for the most effective and winning customer service

We all have to work with customers, be it internal (colleagues) or external clients. Customer service and etiquette, or lack thereof, can make or break your business. It is vital to learn how to project a positive and professional image in all types of situations for the most effective and winning customer service.

The Customer Service course builds skills to equip your employees with dependable techniques so that they can create a positive impression during customer interactions, resulting in professional service and on-going business.

The Customer Service course caters for employees who deal with customers regularly, be it face to face, over the telephone or specifically in a call centre environment.

The participants will leave the Customer Service course feeling more confident and better equipped to deal with customers. They will be able to manage their anxiety and emotions, use telephone etiquette effectively, communicate confidently and project a professional and positive image.

They will learn how to communicate effectively with irate customers and manage both their and the customers’ frustration. It will allow professionalism in voice and attitude to shine through, both on the telephone and during face to face interactions.

There is also the option to include effective email (and chat) writing in the Customer service course, where participants will learn to communicate effectively via email (and chat) for the purposes of customer service.

Customer Service Outcomes (amongst others)

By the end of this course, the client aims to:

• Project a positive and professional image

• Set the tone for the customer interaction

• Improve his/her clarity through the application of a variety of vocal techniques

• Handle irate customers professionally and more effectively

• Use professional and friendly telephone etiquette and practices

• Develop powerful phrases for effective customer service to suit various situations

• Communicate with increased confidence and conviction

• Develop techniques to reduce anxiety, stress and emotion

• Develop his/her understanding of internal and external customer service

Add Email (and Chat) Writing

By the end of this course, the client aims to:

• Write e-mails that are professional and effective

• Consciously use language and tone to create a positive and professional image

• Understand the importance of proofreading

• Write to suit the reader, situation and/or objectives

• Increase his/her confidence in effective writing

• Use the basics of instant chat effectively