Personal and Business Competencies / Customer Service

Customer care services - best practices

The training presents a modern approach to customer service delivery, focusing on the practical aspects of building positive experiences in everyday interactions. The workshop program guides participants through the process of improving service standards, effective communication and solving customer problems. The class uses a workshop methodology, where participants work on real cases and scenarios, learning to apply best practices to a variety of service situations. The training places special emphasis on the development of practical skills that can be immediately applied in daily work.

Issues

Standards of professional service
Interpersonal communication techniques
Solving customer problems
Handling complaints and objections
Managing emotions
Building customer relationships
Organization of own work
Dealing with stress
Written communication
Multichannel support
Working with a difficult customer
Proactivity in service

Benefits

The participant will develop the ability to communicate professionally and effectively with customers in various service channels
Will gain practical techniques for identifying and meeting customer needs in a way that builds customer satisfaction
Will learn how to effectively solve customer problems using proven methodologies and tools
Will learn how to handle difficult situations and emotions in customer service
Will be able to build positive customer experiences in everyday interactions
Will master techniques for effectively organizing one's own work in a customer service environment

Who is this training for?

Front-line customer service employees

Telephone and online consultants

Customer support specialists

Service bureau employees

Customer advisors

Employees of complaints departments

People starting out in customer service

Prerequisites

Basic communication skills
Openness to customer contact
Willingness to accept feedback
A focus on professional development

Training program

Building a positive first impression
Active listening and empathy
Identification of customer needs
Communication with the customer
Techniques for effective communication
Benefit language and positive messaging

Written communication in service

Problem analysis methodology
Techniques for finding solutions
Handling difficult situations
Communicating unpleasant information
Professionalism in service

Organization of own work
Building long-term relationships
Multichannel service standards

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

What are the prerequisites for this training?

For Customer care services - best practices we recommend: Basic communication skills; Openness to customer contact; Willingness to accept feedback.

What is the format and duration of this training?

The training lasts 2 days and is available in online and on-site format. Sessions run from 9:00 AM to 4:00 PM. We can also customize the schedule to fit your team's needs.

Who is this training designed for?

This training is designed for: Front-line customer service employees; Telephone and online consultants; Customer support specialists.