In this one day course, participants focus on the essential steps to providing exceptional customer service. Developing skills in service delivery results in improved customer experiences as well as increased employee confidence and comfort level in daily interactions with clients and prospects. This program introduces techniques for rapport building, listening, assessing needs, resolving complaints and overcoming hesitation. Utilizing these techniques will enhance job performance and favorably impact service delivery.
Corporate & private training available
Students get a custom workbook with step-by-step instructions.
Modern computer classroom with your choice of Mac or PC to work on.
Small In-Person Classes
Get personalized attention in small groups with an expert instructor in the classroom.
Refresh the course materials within six months for free as long as there's space in the class.
What You'll Learn
- Define what constitutes good Customer Service
- Build rapport and understand body language
- Improve communication with internal and external customers
- Listen and ask questions to uncover needs
- Make confident recommendations
- Resolve issues, complaints and overcome hesitation
Full Course SyllabusDownload PDF Outline
I. The basics and standards of Customer Service.
- How the organization’s commitment toward customer service and your daily interactions with internal and external customers are aligned.
II. Understanding body language and communicating better with customers.
- Building rapport is essential to service delivery.
III. Use listening skills and techniques for questioning to clearly understand customer needs.
- Different types of questions are introduced.
IV. Recommending solutions and the importance of confidence and product knowledge.
V. Overcoming objections, hesitation and resolving problems or complaints.
VI. Exceeding expectations and relationship building.
Frequently Asked Questions
Do I need to bring a computer?
No. We provide a computer with the necessary software for each attendee. Choose a Mac or a PC during the checkout process.
Are discounts available for this course?
No. This course is not eligible for any discounts.
We offer discounts for packages of classes, including our Excel Bootcamp, SQL Bootcamp, Data Analytics, and PowerPoint Bootcamp.
We also provide discounts for ten or more classes purchased together. Please reach out for more information on our voucher programs.
Does this course come with a book?
Yes. This course includes a complimentary book or manual at no additional cost.
What if I need to retake this course? May I retake it for free?
Yes. You may retake this course for free once within six months, provided that the class is running with an available seat. For more information, visit our policies page.