Customer service representatives are expected to be in charge of customer interactivity to the best of their ability. Quite a lot is expected of them from both the company and clients regarding the capability to deliver the best services in the right manner.
At the end of the course, learners should be able to:
- Understand what quality service means and customer service means
- Understand how to develop a customer friendly approach
- Know the ten major dos and don’ts of customer service
- Have a vast knowledge on the 12 steps for achieving superior quality of service
- Know how to produce a customer service training manual
Course Curriculum
SECTION 1: INTRODUCTION TO CUSTOMER SERVICE TRAINING
1 Definition of Quality Service Self-paced
2 What Customer Service Means Self-paced
3 Customer Service Qualities Self-paced
4 Quiz 6 questions
SECTION 2: CONCEPT OF CUSTOMER RELATIONSHIP
1 Who Are Your Customers? Self-paced
2 Develop a Customer Friendly Approach Self-paced
3 Positive Non-Verbal Communications Self-paced
4 Quiz 6 questions
SECTION 3: EFFECTIVE CUSTOMER SERVICE.
1 Ten Major Dos and Don’ts of Customer Service Self-paced
2 12 Steps for Achieving Superior Quality of Service Self-paced
3 How to Produce a Customer Service Training Manual Self-paced
4 Conclusion Self-paced
5 Quiz 6 questions
