Advanced Principles of Customer Service
Master new skills with our comprehensive training program
Course Modules & Content
1 Delivering Customer Experience
Topics Covered
2 The Psychology of the Customer: Building Lasting Rapport
Topics Covered
3 Managing Customer Expectations
Topics Covered
4 Turning Irate Customers into valued allies
Topics Covered
5 Mapping Value creation
Topics Covered
6 Strengthening Customer Loyalty by managing and exceeding expectations
Topics Covered
Course Description
This training emphasizes delivering exceptional service by creating lasting customer experiences, influencing others positively, handling difficult situations gracefully, and turning customers into loyal advocates. It also highlights the difference between basic service and superior service, and stresses the importance of following through on every interaction without fail.
- Interactive sessions
- Instructor-led
- Certification
Course Summary
Workshop Methods And Tools
In order to achieve the objectives of the training, the following tools and methods will be utilised:
Presentations: presentations will be used in order to provide the background of each subject and create discussion and questions.
Discussions: throughout the training, participants will be encouraged to contribute to discussions and share their experiences and thoughts with the rest of the group. The discussions will be facilitated and coordinated by the facilitator in order to maintain the focus in the key areas of interest.
- Case studies: case studies will be used so as to facilitate and trigger discussion, as well as allow external benchmarking so as to achieve competitiveness.
- Group work: group work will be used in order to facilitate practical understanding of the issues and in order to enhance team working, team building and cooperation amongst participants
Key features
- Understand the importance of going “the extra mile” in serving customers
- Go beyond customer’s service and focus more on creating lasting experiences
- Understand how an individual’s behavior impacts the behavior of others
- Distinguish between offering customer service and offering superior service.
- Grasp ways of turning customer into valuable allies
- Effectively deal with irate customers and handle difficult situations
- Follow through on transactions without failure
Payment Instructions
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