(Click Category to List Courses)
26 - CMR - Customer Relations
MCR 105 - Customer Service Skills
| Code | Start Date | Duration | Venue | |
|---|---|---|---|---|
| MCR 105 | 30 October 2023 | 5 Days | Istanbul | Registration Form Link |
| MCR 105 | 25 December 2023 | 5 Days | Istanbul | Registration Form Link |
Please contact us for fees
Course Description
Customer service skills training course is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.
Course Objectives
- Adopt consistent, professional style when speaking with customers
- Develop skills in engaging with customers and handling their enquiries effectively
- Listen effectively, ask questions and summarize to respond fully to customers' requests
- Identify ways that can add value to customer relationships and exceed expectations
- Practise how to turn customer's disappointment into a positive experience
Who Should Attend?
- Supervisors
- Executives
- Managers
- Anyone who is or will be responsible for customer service
Course Details/Schedule
Day 1
- Defining Customer Service
- Customers Service from the point of view of the employee
- Sharing our own experiences of good and bad service
- Responsibility for customer service
- Stepping into your customers’ shoes
Day 2
- Handling customer enquiries
- Customer contact model and service standards
- Creating lasting first impressions
- Building and maintaining rapport
- Using positive language and tone of voice
Day 3
- Establishing customer needs and responding to requests
- Questioning
- Active listening – including taking notes
- Handling work based customer requests
- Identifying challenging customer requests
- Responding to challenging customer requests assertively
Day 4
- Service recovery
- Turning disappointment into delight
- Identifying the nature of customer complaints
- Responding to customer complaints
- Introducing colleagues to resolve customer service issue
Day 5
- Complaint handling practice
- Building customer relationships
- Relationship triangle – trust and loyalty
- Excellence over competitors
- Identifying ways to add value and exceed customer expectations
