This course introduces delegates to the core principles of customer services. By employing the gained skills and adopting the learned right attitude the delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.
About the Course
Certification Body
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Overview of the course:
Customer service skills training course introduces delegates to the core principles of customer services. Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.
By employing the gained skills and adopting the learned right attitude the delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.
The focus of
the course is to teach handling customer service scenarios through a
variety of examples as this is the quickest way that delegates learn.
Examples are provided for many environments such as retail, face-to-face
customer service, help-desk, client meetings, call centre support,
medical support and so on. Delegates also explore a number of methods to
handle customer complaints, learn how to say ‘no’ and discover how to
tackle different challenges professionally.
In addition, related
communication skills are also covered. Topics such as body language,
correctly structuring sentences for maximum effect and communicating on
the phone are discussed and best practices are shown.
Learning Outcome:
Ask effective questions from customers to get results
Use empathy to maintain rapport with customers
Apply the essential principles of customer ser vices to anyone who wants your ‘output’
Professionally respond to a customer ’s demands & requests while maintaining rapport
Sequence your sentences effectively to get maximum results
Handle phone conversations professionally
Read and interpret body language signals and use them to enhance your communication skills
Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise
Who needs the course?
Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.
Program Content:
Customer Service Principles
Emotional Intelligence
Handling Complaints
Body Language
Questioning Techniques
Customer Service Scenarios
Telephone Skills
Body Language
For more information on Customer Service Skills, click here.
To know more about other courses in Soft Skills Academy, click here.
About Certification and Awarding Body
KHDA Certificate :
Course completion certificate attested by KHDA(Knowledge and Human Development Authority, UAE).
The Knowledge and Human Development Authority (KHDA) is responsible for the growth and quality of private education in Dubai. We support schools, universities, parents, students, educators, investors and government partners to create a high quality education sector focused on happiness and wellbeing.
Title : CUSTOMER SERVICE SKILLS
For application process, please contact us.
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