This course leads participants through an interactive analysis of who their customers are and what skills are critical to meeting customer expectations. The course explores the communication skills of listening and presenting, discusses communication barriers and how to overcome them; all supported by participative activities. Next, it tackles dealing with challenges common to customer service – difficult customers, conflict, “characters” and problem solving. The course concludes with the concepts of customer service as a team effort and measuring customer service performance.
The course objective is to increase participant awareness of the personal skills critical to success in a customer service role, to provide examples and experience with these skills and to stimulate interest in continued improvement through retrospective review and feedback. Specific content includes:
- Definition of customer service
- Identifying your customers
- Identifying customer needs and expectations
- Skills Critical to customer service excellence
- Communication Skills
- Dealing with Challenges
- The Team Approach
- Measuring customer service performance
Upon completion of this course, participants will understand the concept of customer service and the skills required to fulfill customer needs and exceed customer expectations. They will be aware of challenges and prepared to deal with them effectively; as well as continuing to develop their skills through practice and review.