Excellence in Customer Service (Advanced)

Why Attend

In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Overview

Course Outline

Schedule & Fees

Course Methodology

Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self awareness exercises, exercises to practice some of the methods learned during the course, video clips and role plays.

Course Objectives

By the end of the course, participants will be able to:

Explain the importance of customer service in a competitive environment
Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
Practice the techniques of managing customer expectations and delighting customers
Provide better, faster service and increase customer satisfaction
Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Target Audience

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.

Target Competencies

Customer orientation
Self confidence
Personal accountability
Persuading others
Empathic outlook
Emotional control

Definitions and concepts

Quotations on customer service
Service definitions
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best
Additional comments about service

Internal customer service

Identifying internal and external customers
A final definition
Elements of service
Customer requirements
Foundation of great service people
The links in the service-profit chain
Internal customer service

Managing customer expectations

The Importance of customer expectations
Perceived service quality
What to say and what not to say
Calming upset customers
12 tips for calming upset customers
Comments you should avoid
Managing customer expectations
'RATER' in real life
The Service Quality (SQ) factors
Flying over customers' rising expectations
The customer loyalty ladder
Role-plays and exercises on dealing with different personality styles

Effective communication skills for handling customers

Effective communication
Verbal communication with customers
Active listening
Effective listening skills
Phone etiquette

Professional behavior with customers

The power of behavior
Principles of effective behavior
How to behave professionally with the customer
History of communication
Interesting study
Interpreting non -verbal communication
The right behavior with the customer
The wrong behavior with the customer
Types of behavior
Assertive, passive and aggressive behavior
Verbal and non -verbal components of communication styles

Dealing with difficult customers

Dealing with different personality types
Typical customer personality types
Service recovery

Arusha

Arusha (Tanzania)2025-09-22$1995

Kampala

Kampala (Uganda)2026-06-22$2100