Personal and Business Competencies / Customer Service

Effective customer service - building a positive experience

The training develops practical skills in professional customer service and building a positive experience at every point of contact. The workshop program focuses on developing communication skills and the ability to handle challenging situations. Participants, through practical exercises, learn to build long-term relationships with customers and effectively respond to their needs and expectations.

Issues

Standards of professional service
Communication with the customer
Active listening
Typology of customers
Claims management
Handling difficult situations
Assertiveness in service
Building loyalty
Customer Experience
Customer satisfaction
Professional image
Stress management

This training is part of the path:

Customer Service Officer

Benefits

The participant will develop the ability to build professional relationships with clients based on trust and understanding of their needs
Will master effective communication techniques to effectively identify and meet customer needs
Will gain practical tools for dealing with difficult situations and conflicts in customer service
Will learn to manage their own and the customer's emotions in stressful situations
Will develop the ability to build long-term relationships with customers leading to increased customer loyalty
Will learn methods to monitor and improve the quality of customer service

Who is this training for?

Employees of customer service departments

Sales and customer support specialists

First-line customer contact employees

Consultants and customer advisors

Help desk and technical support staff

Customer service team coordinators

Front desk and service desk staff

Prerequisites

Basic customer contact experience
Knowledge of the service standards in your organization
Openness to feedback and development of interpersonal skills
Willingness to work on your own communication habits

Training program

Building a positive first impression
Identification of customer needs and expectations
Active listening in customer service
Effective communication with the customer

Asking questions and paraphrasing
Adaptation of communication to the type of customer
Professional language in customer service
Dealing with difficult situations
Handling complaints and grievances

Managing difficult customer emotions
Assertiveness in customer service
Building long-term relationships

Building customer loyalty

Monitoring customer satisfaction

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 Effective customer service - building a positive experience we recommend: Basic customer contact experience; Knowledge of the service standards in your organization; Openness to feedback and development of interpersonal skills.

What is the format and duration of this training?

The training lasts 1 day 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: Employees of customer service departments; Sales and customer support specialists; First-line customer contact employees.