Customer Service

This course will provide you an overview of the best practice skills required to exceed your customers’ expectations. You will have the opportunity to observe and practice live customer handling skills and leave the course with a personal action plan for delighting customers, both internal and external.

You will also take away a practical customer service handbook to use to help you remember the key skills and techniques from the course.


Customer-centric Focus

  • Finding out what your customers want and need
  • Putting customer needs first
  • Making the customer feel special and valued


The Customized Service Experience

  • What does ‘customer excellence’ really look like?
  • Putting it to the test
  • Feedback and review


Understanding your Personal Impact

  • What impression do you create?
  • Positive words, tone and body language
  • Establishing rapport


Understanding Customer Requirements

  • Identifying the customer’s real problem(s)
  • Asking the right questions – TED technique
  • Showing real empathy – ensuring the customer feels listened to


Remaining Calm Under Pressure

  • Extremes of behavior – aggressive, sociable, cautious
  • Understanding behavioral change
  • What to say or do – what not to say or do