(Click Category to List Courses)
24 - CMR - Customer Relations
MCR 105 - Customer Service Skills
| Code | Start Date | Duration | Venue | |
|---|---|---|---|---|
| MCR 105 | 16 June 2025 | 5 Days | Istanbul | Registration Form Link |
| MCR 105 | 07 July 2025 | 5 Days | Istanbul | Registration Form Link |
| MCR 105 | 04 August 2025 | 5 Days | Istanbul | Registration Form Link |
| MCR 105 | 01 September 2025 | 5 Days | Istanbul | Registration Form Link |
| MCR 105 | 27 October 2025 | 5 Days | Istanbul | Registration Form Link |
| MCR 105 | 24 November 2025 | 5 Days | Istanbul | Registration Form Link |
| MCR 105 | 22 December 2025 | 5 Days | Istanbul | Registration Form Link |
Course Description
This Customer Service Training Course is designed to equip participants with the essential skills, knowledge, and mindset required to deliver outstanding customer experiences. Through interactive sessions, real-world scenarios, and practical exercises, participants will develop effective communication techniques, problem-solving abilities, and strategies for handling difficult situations.
The course covers key topics such as active listening, managing customer expectations, conflict resolution, service recovery, and relationship building. Whether you are a frontline service representative, a sales professional, or a team leader, this program will enhance your ability to provide exceptional customer service, improve customer satisfaction, and foster long-term loyalty.
Course Objectives
- Adopt consistent, professional style when speaking with customers
- Develop skills in engaging with customers and handling their enquiries effectively
- Understand the concept, characteristics, and types of services provided by customer serivce staff
- 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?
- Frontline Customer Service Representatives
- Sales and Support Teams
- Supervisors and Team Leaders
- Employees in Customer-Facing Roles
Course Details/Schedule
Day 1
- The definition and importance of customer service
- Customers service from the point of view of the employee
- Responsibility for customer service staff
- Understanding customer's expectations
- Different customers behaviors
- Keys to engaging with customers
- Active listening – including taking notes
Day 2
- Handling customer enquiries
- Creating lasting first impressions
- Tone, clarity, and professionalism in speech
- Building and maintaining rapport
- Effective Written Communication (Emails, Chat, and Reports)
- Managing live chat and social media inquiries
Day 3
- Prioritizing tasks in a fast-paced environment
- Managing multiple customer interactions efficiently
- Reducing stress while handling high workloads
- The importance of knowing your products/services
- Techniques to stay updated on offerings
- How to provide personalized service
- Upselling and cross-selling techniques
- Following up with customers for long-term engagement
Day 4
- Customer contact model and service standards
- Building and managing service quality
- Evaluating service quality from the customer's perspective
- An action plan for customer service excellence
- Excellence over competitors
- Building customer relationships
- Relationship triangle – trust and loyalty
Day 5
- Identifying challenging customer requests
- Responding to challenging customer requests assertively
- Complaint handling practice
- Effective problem-solving and conflict resolution
- Strategies for de-escalating tense situations
- Turning complaints into opportunities
- When and how to escalate issues to higher management
- Service recovery
