Basics of Customer Service Skills

Overview:

Increase customer satisfaction and loyalty

Target Audience:

• Front Line Customer Service Representative
• Sales and Support team
• Call Center Agent
• Retail teams

Course Content:

Day 1: Understanding Customer Service Fundamentals

• Welcome and Introduction
  Objective: Overview of workshop goals and icebreaker activity.
• Understanding Customer Service Fundamentals
  Objectives: to understand the importance of excellent customer service.
• Effective Communication Skills
  Objective: to know the different types and techniques of communication and their relation to a good customer experience.
• Handling Customer Complaints and Conflict Resolution
  Objective: To know how to turn complaints into opportunities.
• Wrap-up and Review
  Objective: To review the key learnings from Day 1.

Day 2: Applied Customer Service Techniques

• Dealing with Difficult Customers
  Objective: To understand the different types of difficult customers and use the right technique accordingly.
• Building Rapport and Business Relationship
  Objective: To learn how to establish trust and credibility using a personalized technique.
• Problem Solving and Decision Making
  Objective: To learn how to step into effective problem solving by offering the right solution.
• Final Review and Evaluation
  Objective: To consolidate learning and gather feedback on the workshop