Professional Customer Service Skills

Overview

Retaining your customers is crucial for the long-term success of your business. Highly successful companies attribute their success to the impact of effective customer service skills. In today's social and digital age, a positive customer experience can go viral and attract thousands of potential customers. That's why investing in proper customer service training can lead to increased sales and customer loyalty over time.

Effective customer service skills are essential for any organization that interacts with people. Every interaction between an employee and a customer can influence customer retention, and employees with strong customer service skills feel more valuable and committed to their work. These skills also create a positive impression on current and potential customers, as well as employees who use them. Therefore, engaging and retaining customers is a crucial aspect of business growth and prosperity.

This training program will develop the employee's ability to professionally and confidently handle any customer interaction, which will result in increased customer loyalty and retention. Additionally, you can expect to see a significant change in the attitude of your employees and supervisors toward customers, which will benefit your organization in many ways in the long run.

Objective

This course aims to help the trainees explore different methods of providing better customer service according to their needs and expectation. It also provides tools and techniques to handle difficult customers and customer complaints. The ultimate goal is to prepare them to enhance the support experience and customer satisfaction. As a result, upon completing the training program, the trainees will be able to:

  • Build their positive attitude mindset and persistence as a customer services provider and be aware of the importance of best customer service in customer-contact situations with both internal and external customers.
  • Identify the basic need of the customer and prepare strategies to serve and improve the quality of services to meet customer satisfaction.
  • Recognize different behavioral types and apply ways to relate better to customers.
  • Practice certain behaviors that are particularly helpful in building rapport quickly and effectively.
  • Demonstrate their communication skills more effectively with their customers with face-to-face customer interaction.
  • Apply the key strategies to handle customer complaints and deal with a difficult customer or conflict more professionally and confidently.
  • Review and practice the Customer Service Standard Operating Procedure (CSSOP) to ensure high-quality service standards and customer satisfaction.

Content

The course will explore the customer service skills and steps of customer service that create positive first impressions, identify customer's personality types and needs, manage customer expectations, effectively communicate and deliver service to the customer, handle customer complaints, and build long-lasting relationships and loyal customers. Specifically, our training will cover the most important below 5 modules:

  • Module 1: Defining Customer Service People
  • Module 2: Effective Customer Communications
  • Module 3: The Four Basic Needs of Customers
  • Module 4: Coping with Difficult People in the Workplace
  • Module 5: Effective Handling with Difficult Customer

Who should Attend?

This course is designed for professionals across various organizational roles who interact with customers or clients. Whether you're a frontline representative, a salesperson, a manager, or in a different customer-facing role, the training offers valuable skills such as effective communication, conflict resolution, and problem-solving. Specifically, this course is perfect for:

  • Customer Service Representatives
  • Sales Professionals
  • Managers and Supervisors
  • Any Professional in a Customer-Facing Role

Trainer's Profile

He is a highly experienced sales professional with over 15 years of leading sales team experience in the industry. He has extensive knowledge and expertise in delivering Selling and Customer Service Skills programs, which indicates that he is a seasoned trainer in the field of sales-related topics.

Fee Charged

The course fee is USD 270.00. It is inclusive of course materials, handouts, meals, refreshments, and certificates of completion but does exclude 10% of VAT amount.

We are offering an early bird registration fee to anyone who registers earlier. Interested participants or companies are encouraged to view the course details and early bird registration deadline. For further details on the early bird fee, please find the following:

  • USD 230 (Register before 20 January 2025)
  • USD 250 (Register before 27 January 2025)