Customer Service Excellence
Overview
Every interaction shapes how customers see an organisation. This course builds the attitudes and skills for excellent customer service: understanding expectations, communicating professionally in person and by phone or message, solving problems and leaving customers satisfied.
Who should attend
Front-line and customer service staff, receptionists, call centre agents and their supervisors in public and private organisations.
Training methodology
Interactive presentations, practical exercises, case studies, group discussions, role-plays where relevant, and a personal action plan that participants apply in their own work.
Objectives
By the end of this course, participants will be able to:
- Explain what customers expect and why service matters
- Communicate professionally face to face, by phone and in writing
- Listen, question and identify customer needs
- Solve problems and manage expectations
- Stay positive and resilient under pressure
Course outline
Day 1Why Service Matters
- Customer expectations today
- The cost of poor service
- Internal and external customers
- Service standards
- Moments of truth
- Self-assessment
Day 2Professional Communication
- First impressions
- Body language and tone
- Positive language
- Telephone etiquette
- Written and digital responses
- Practice: greeting and opening
Day 3Understanding Needs
- Active listening
- Questioning techniques
- Empathy
- Customer types and styles
- Managing expectations
- Role-play: identify needs
Day 4Solving Problems
- Taking ownership
- Problem-solving steps
- Saying no positively
- Handling complaints
- Following up
- Case practice
Day 5Personal Excellence
- Managing stress at the front line
- Teamwork in service
- Going the extra mile
- Feedback and learning
- Personal service standards
- Action plan
