BRIEF PROGRAM OVERVIEW

This Customer Service training course uncovers the secrets and strategies of building a business based on improving and gaining outstanding levels of customer service and satisfaction – three factors work individually and in combination to make organizations reconsider the way they do business. These are: sophisticated customers’ needs, intense competition, and the pace of change.

Each day of every week, customers come into contact with various transactional points of service and make a silent judgment – they fill out a mental “report card” on the way they are treated.

Use the tools and techniques taught on this course to improve your customer service and retain clients and boost business. Personal recommendations account for a huge amount of new business in any sector and the easiest way to gain recommendations is by going the extra mile for your customers.

COURSE OBJECTIVES

After this customer service training course, delegates will be able to:

 

  • Understand the importance and benefits of having excellent customer service skills.
  • Understand how body language and listening play an essential role in providing good customer service.
  • Be able to adapt their communication to the customer and their needs.
  • Know how to remain professional when providing customer service in person and over the phone.
  • Understand how to deal with complaints effectively.
  • Understand the law in regards to refund and exchange policies.
  • Understand the importance and relevance of social media.
  • Know how to evaluate customer service through feedback and staff training.

Who should attend?

  • Customer service representatives, technical and support personnel, field service representatives, account managers, as well as managers who want customer service training in order to reinforce their skills and train their staffs.

TRAINING PACK

  • Award of Certificate of Participation, on completion.
  • Tea Break & Light Lunch
  • 30days On- going mentorship
  • Discount for group enrolment (Call 09038401501)

Module One: Introduction

This introductory module will help learners recognise the importance of excellent customer service. Topics include:

  • The importance of customer service
  • The cost of poor customer service
  • Internal and external customers
  • Customer expectations
  • Going above and beyond
  • ‘The customer is always right’

 

Module Two: Body Language and Listening

In this second module, learners will be introduced to concepts that will enable them to ‘read’ customers and use positive body language and listening skills to improve each transaction. Topics include:

  • Your appearance
  • Open and closed body language
  • Creating rapport
  • Honesty gestures
  • Eye contact
  • The importance of listening
  • Active listening
  • Beginning and ending interactions
  • Being professional
  • Over the phone

 

Module Three: Communication

This module provides advice on how to communicate with customers including the value of using positive language and phrasing. This module also includes guidance on how to use communication methods such as LEAP. Topics include:

  • Self-awareness and confidence
  • Politeness
  • Communication techniques
  • Acknowledging needs
  • Positive phrases
  • Persuasion and influencing
  • Avoiding jargon

Module Four: Dealing with Complaints

This module provides essential guidance on how to turn a potentially negative customer experience into a great one. Topics include:

  • Asking questions
  • Explaining and apologising
  • Admitting to mistakes
  • Being empathetic
  • Dealing with queues
  • Refund and exchange policies
  • Handling complaints and abuse
  • LEAP
  • What to say
  • Personal safety
  • What to do next

 

Module Five: Evaluating Customer Service

In this final module, learners will discover the many ways that they can use to evaluate customer service. Topics include:

 

  • Social media
  • Mystery shoppers
  • Feedback and surveys
  • Staff training

DURATION:

2 DAYS

DATE:

30th – 31st January 2018

TIME:

9:00am

FEE:

N50,000

ACCOUNT DETAILS:

Bank: First City Monument Bank Plc (FCMB)

Account Name: SuccessDrive Global Consult Ltd

Account Number: 246 809 3010

REGISTRATION PROCEDURE

  1. Pay the registration fee on or before registration deadline date(at least a week before class commencement date)
  2. Send your name, phone number, email address, training location, amount paid to training@successdrives.net or SMS to 08096662323, 08107922921
  3. Visit www.successdrives.net click on register now tab and complete Registration Form.
  4. Upon confirmation of your registration an electronic receipt will be sent to your mail.
  5. Pay the tuition on or before the tuition deadline
  6. Commence your training at SuccessDrives Training Facility

ACCOUNT DETAILS

Bank: First City Monument Bank Plc (FCMB)

Account Name: SuccessDrive Global Consult Ltd

Account Number: 246 809 3010

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