Download customer service training season 3

Customer Service Excellence Training @
G LEARNING CENTER, Abuja
A value proposition from
Excellence in client service is a key determinant for business success, especially
in today’s fast changing market place. This customer service course will provide
participants with the knowledge and skills required to ensure that products and
services are delivered and maintained to the standards your customers have come to
expect. This customer service course will also provide participants with customer
servicing skills essential for dealing with complaints and difficult situations whilst
maintaining a strong focus on customer satisfaction and the customer experience.
The customer service course will enhance each participant’s ability to handle
interactions with customers and ensure that they have the confidence to enable them
to implement best practice customer service techniques, delivering customer
satisfaction whilst developing customer loyalty.
Learning Aims
This customer service course will provide practical techniques for improving how
to deal with customers in a broad range of challenging situations.
Learning Outcomes
Upon completion of this customer service excellence training course, you should be
able to:
1. Understand clients, identify their needs and create positive first impressions.
2. Listen actively whilst understanding what relevant questions they should ask.
3. Build rapport with clients and use body language and voice techniques
effectively.
4. Implement the necessary steps of the service process.
5. Understand the importance of customer service to your organisation’s success.
6. Analyse who your customers are, how they perceive you and what you need
to do to achieve excellent service.
7. Understand the benefits and opportunities derived from exceeding customer
expectations.
8. Understand the dangers of poor service.
9. Handle complaints and difficult customers in positive and effective manner.
10.Learn skills and techniques to deal positively with misunderstandings,
complaints and miscommunication.
11.Understand different customer behaviors and match your service delivery with
their expectations.
12.Evaluate and report on customer service.
Course Content
This customer service course covers the following topics:
• Who are your customers (both internal and external) and how do they perceive
you and your brand?
• Defining excellent customer service.
• Creating a positive first impression.
• Rapport building.
• Initiating sales conversations.
• How to read clients' body language and how to use your body language and
voice flexibly and effectively.
• Allowing the customer to express their feelings.
Communicating clearly.
• Identifying the customer’s needs.
• Helping to meet the customer’s needs.
Understanding customer
expectations.
• Moments of truth that has an enduring impact.
• Telephone etiquette: answering, holding, transferring calls.
• How to remain calm in a heated situation.
• Remaining positive and optimistic.
• Dealing with objections.
• How to use questions effectively.
• What is your competitive advantage?
• Methods of collecting customer information.
• Measuring service performance.
• The link between outstanding service and your organization’s success.
• Creating a positive last impression.
PROPOSED CLASS SIZE
Proposed numbers of participants – 25 persons spread across different
organization
We are also available to hold the class exclusively for your organization at your
location and your convenience
DATE AND VENUE
The Training is scheduled to hold on the 29th of July, 2017 at G- LEARNING CENTER
located at Suite 003 Abiding Grace Plaza Off Abdusalami Abubakar Way, After
Apo Legislative Quarters, Gudu District Abuja.
Course Fees –
N9, 000 per participant or
All payments into our account: G Leaning Center
GTB, 0143662021
For further enquiries, you may contact:
Grace - +2348062810501, +2348069502251, Samuel
- +2348050256396 [email protected]/
www.gconsultingisl.com