Description

The Customer Service Soft Skills Course will provide you with the necessary knowledge, skills and tools to effectively and consistently deal with customers in a professional and empathetic manner.

Learning Outcomes

After completing this course participants will be able to:

• Understand the significance of customer service
• Understand customer diversity
• Discover the principles of great service
• Apply critical communication skills
• Learn lessons all experiences (Good and Bad)
• Know how to neutralise situations with customers and to handle harsh situations
• Know how to contribute to and create a customer service culture

Modules

• Introduction to Customer Services
• Telephonic Etiquette
• Basic Customer Experiences & Elements contributing to customer experiences
• Communication Skills & Assessing your Customer
• Sustaining and Interacting with Challenging /Irate Customers
• End/Escalation process