Customer Service

Learn and use positive service behaviors to improve customer experience and recommendations.

In today’s competitive market, providing exceptional service is essential for maintaining a strong brand image and customer loyalty. This course addresses the need for superior service by equipping staff with the skills to understand customer expectations, handle challenges effectively, and apply service principles in real-world scenarios. By focusing on service excellence, organizations can enhance customer satisfaction and drive business success.

Target Group: All staff in client-facing roles, whether interacting face-to-face, over the phone, or through online platforms.

Delivery: Face-to-face classroom and/or Instructor-led virtual webinar.

Duration: Either 1-2 full days or split into 2-3 hour modules delivered over 1-2 weeks.

DESCRIPTION

This course focuses on elevating service standards by exploring key factors in service excellence, understanding behavioural styles, handling difficult customers, and applying empathy. Participants will engage in practical activities, such as mystery shopping and case studies, to develop actionable plans for enhancing customer interactions and improving service quality.

AIMS

To equip staff with the skills to deliver exceptional service and understand its impact on customer satisfaction and brand image.
To provide practical tools and techniques for managing difficult customer interactions, applying empathy, and developing actionable plans for service improvement.

LEARNING OUTCOMES

Participants will:

Understand why a customer-centric culture is crucial for organisational success.
Describe how their role contributes to enhancing the customer experience.
Gain a deeper understanding of their organisation’s Service Principles and Service Behaviours.
Apply Service Behaviours effectively to distinguish their work unit as a provider of excellent service.

LEARNER BENEFITS