Customer Service Professional

Why Attend

This course covers most of the subjects required by anyone interacting directly with internal or external customers. The course tackles the most appropriate behavior and communication with customers as well as tools and techniques used to analyze the level of service and improve it to ensure customer delight.

Overview

Course Outline

Schedule & Fees

Course Methodology

This course uses interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role-plays, exercises, video clips, and more.

Course Objectives

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

Define customer service and break it down to its most basic dimensions to understand the new service landscape and its modern requirements
Explain the framework for successful customer service and use it to deliver excellent levels of service consistently
Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of customers and become a service superstar
Discuss and practice customer empathy and research techniques for optimizing customer communication and loyalty
Explore virtual customer service tools to enhance customer loyalty and service effectiveness

Target Audience

Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies

Communicating with customers
Customer-centricity
Emotional control
Empathy
Adaptability and flexibility
Perceptiveness
Resilience

Customer Service: Highlights and Foundations

Customer service in the 21st century
Customer service definitions
The service dimensions matrix
Building a service mindset

The Framework of Successful Service Quality

Components of Service quality
Service quality

Service quality gaps
The 'RATER' Model

The customer complaint system

Definition of a ‘customer complaint’
Main reasons why customers complain

Inspired staff

Principles of inspiring people

Customer loyalty

Attributes and characteristics of loyal customers
Strategies to keep customers loyal

Becoming a 5 Stars Customer Service Pro

The emotionally intelligent Customer Service Professional

Definition of Emotional Intelligence
How EI improves customer service

Effective interpersonal communication skills

Interpersonal communication pillars
Reflective listening skills

Customer-facing excellence

Making an excellent first impression
Dealing with different types of customers

Customer Empathy and Research

Enhancing customer empathy

Definition of customer empathy
The customer empathy map

Deepening customer research

Creating a customer persona
Measuring customer satisfaction

Customer Service Success Practices

Identifying personality strengths and weaknesses

DiSC® personality development profile

The virtual customer service professional

Virtual customer service tools and benefits

Arusha

Arusha (Tanzania)2025-11-17$1995

Kigali

Kigali (Rwanda)2026-03-23$2100