Customer Service Excellence

Course Overview

Customer Service Excellence provides organizations a competitive edge over others and helps them to compete successfully. Current business environment is customer-oriented; therefore, skilled people are highly needed in organizations to successfully handle customers. Effective dealing with customers has an enduring impact on individual performance, team effectiveness and organizational success. This designed training course ‘Customer Service Excellence’ will equip the participants with skills required to meet the customers’ expectations, build customer relationships, gain respect and attain a competitive advantage.

Course Objectives

By the end of the course participants will be able to

  • Explain what customer service means in relation to internal & external customers
  • Recognize how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer focused attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate return business
  • Practice techniques for developing good will through in-person customer service
  • Formulate take away techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools to manage customers and measure customer satisfaction

Course Content

Understanding Customer Service Dynamics

  • Customer Services Defined
  • Developing Customer - Centric Mindset
  • Need for Customer Services

Customer Analysis

  • Know Your Customers
  • Customer Expectations
  • Types of Customers (Customer Profiling)
  • Calming Upset Customers
  • Customer Service Excellence and associate benefits
  • Impact of Customer Service Excellence on financial returns and success

Customer Services: Communication Skills

  • Establishing Your Attitude
  • Developing Effective Communication Skills Rapport = Results
  • Identifying and Addressing Customer Needs
  • Customer Services Tools

Customer Management Techniques

  • Customer Services KPI’s
  • Key Account Management
  • Repeat Orders
  • Strategies for Generating Return Business
  • Complaints & Handling Techniques

Course Methodology

The training is going to be highly interactive combination of lectures, group discussions, questionnaires, individual reflections, role plays, simulations and videos

Target Audience

Customer Service Excellence training is designed for:

  • Customer service representatives
  • Support staff responsible for handling the customer complaints and demands
  • Managers and business owners seeking to learn about customer service excellence in order to equip their staffs with effective methods of customer dealing


2 Days (08:30–14:30) with appropriate breaks for tea/refreshments and lunch.

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