Corporate Development

Essential Customer Service Skills

Title of Programme ESSENTIAL CUSTOMER SERVICES SKILLS
Brief Description This programme shows you how to switch on your ‘customer service attitude’. It explains the benefits of doing so and the cost and multiple impacts if you don’t. You will learn how to fulfil the customer’s expectation and leave them with a positive perception of the organisation.
Objectives/Outcomes • Describe the company’s vision, mission and goals
• Define the product service
• Explain the concept of “customer service”
• Explore poor and positive customer service practices
• Apply effective customer service behaviours
Duration 2 Days
Target Audience All staff in customer service support
Topic Modules Module 1 – Our Company
  • Path to the future – History of the company
  • Company’s strategy, vision and mission
  • Company’s vision and mission
Module 2 – Why are we here?
  • Benefits of having the department
  • Products
  • Goods vs. services
Module 3 – What is Customer Service all about?
  • Knowledge – The product
  • Customer Service definition
  • Customer Service Questionnaire – Looking through our customer’s
  • eyes
Module 4 – Personal Goal Setting
  • Your Lifetime Goals
  • Setting SMART Goals
  • Achieving your Goals
Training
Methodology
This programme will be delivered using the following methods:
  • Lecture
  • Experiential games
  • Videos
  • Group discussion
  • Case studies