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Customer Service Training

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This Training Provides The Foundation For Excellent Customer Service To All Customer Service Representatives. The Foundation Of Creating A Customer Service Culture Is Understanding Expectations, Going The Extra Mile, And Being A Customer Advocate. Applying Behaviors Of Helpfulness, Genuine Interest, And Respect Moves Customers From Hostile Or Ambivalent Toward Supportive And Enthusiastic. This Course Prepares You For Customer Service Roles With Job Titles Like Customer Service Representative, Customer Service Specialist, Customer Service Associate, And Customer Care Representative/Specialist.

 

By The End Of The Training Delegates Would Have Learnt:

Module 1: Introduction To Customer Service

  • What Is Customer Service?
  • Developing A Customer-Centric Mindset
  • Understanding Internal And External Customers
  • Unpleasant And Satisfying Experiences
  • Excitement Is Contagious

Module 2: Customer Service: Communication Skills

  • Developing Effective Communication Skills
  • Presenting A Professional Image
  • Non-Verbal Communication Skills
  • Verbal Communication Skills

Module 3: Customer Analysis: Knowing Your Customer

  • Knowing Your Customer
  • Customer Expectations
  • Assertive Working Style – Results-Oriented
  • Analytical – Details-Oriented
  • Amiable – People-Oriented
  • Dominant Behavioral Style

Module 4: Calming Upset Customers

  • What Makes Customers Upset?
  • Accurately Identify The Problem.
  • Confirm The Customer’s Value

Module 5: Time Management Strategies

  • Time Management
  • Taking Control Of Your Time
  • Time Analysis: Task Identification
  • Task Analysis
  • Task Prioritization
  • Relative Importance
  • Time Wasters

Module 6: Stress Management Strategies

  • Stress Management
  • What Is Stress?
  • What Causes Stress?
  • Stress Symptoms
  • What Can Be Done To Manage Or Even Eliminate Stress?

Program Cost & Duration

Training Duration: 2 Days

Cost: N25,000/Participant

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Address:

1A Olajide George Street, Off Admiralty Way, Lekki Phase 1, Lagos Nigeria

 

Phone:

+234 818 4510 661, +234 810 6541 592, +234 809 4826 131

 

Email:

training@bridgegapconsults.com