Become a Customer Service Superhero

This course focuses on customer care and deals with conflict resolution. This course is held over 15 hours. Learners look at people’s attitude toward customers and how this can affect the company. Language and phrases important for business, business writing and conflict resolution is incorporated into this course; telephone etiquette and front of house service is also included.

Learners will feel more confident when dealing with irate customers, or simply assisting a customer with his or her needs. This course takes place over a period of four days, for four hours a day. It can be held over 2 full days, but we recommend the 4-day option.

Basic Course Outline:
• Understand the importance of customers, and the value both customers and colleagues have to any organisation
• Emotional intelligence and the importance of customer satisfaction
• Personality types and the psychology of dealing with difficult customers
• Identify the key factors that pertain to customer satisfaction
• Offer solutions in order to maintain satisfied customers
• Use Eye contact and appropriate body language and realise their significance when dealing with people

Benefits and Outcomes:
By the end of the course the learner will be able to:
• see the value of giving excellent service to both work colleagues and customers alike
• understand what good customer service entails
• adopt an appropriate tone when dealing with customers
• understand customer needs and having the ability to ask appropriate questions in order to fulfil their needs
• offer solutions to any problems customers may encounter
• respond appropriately to customer queries by listening to them attentively
• apply both physical and mental skills required for effective customer care
• acknowledge his/her responsibilities concerning customer relations
• be culturally sensitive across a range of social contexts