Start Date: 21 Dec, 2025
End Date : 25 Dec, 2025
Duration : 5 Days
Overall Description:
How do you cope with challenging customers and situations in the workplace? This workshop sets out to demonstrate how engaging customers properly can benefit both the employee and the customer. Effective customer service can change a company’s reputation for the better.
Course Objectives:
- Describe high quality customer service.
- List the benefits of providing excellent customer service to external customers.
- Identify barriers to providing high quality customer service.
- Apply techniques for dealing with angry or upset customers by successfully learning new techniques.
- Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
- Understand and identify different behavioral styles and adapt as necessary.
- Successful understanding customer complaints and resolve the problem.
Course Outline (Content):
Customer Service
- What is Customer Service?
- Who is the Customer?
- What's in it for the customer?
- Who deserves your Service?
- 5 keys for better service: (Reliability, Responsiveness, Feel valued, Empathy, Competence).
- Understanding the Customer perceptions and expectations: Decisions and Satisfaction.
Psychology for Communication
- Communicating with the Angry Customers and their complaints.
- Face-to-face Communication, what is missing?
- Listening (The Six Rules for listening actively).
- Body Language and Non-Verbal Communication, what is not being said.
- Staying positive under pressure.
- Telephone Skills best practices.
- Discovering opportunities.
Dealing with Difficult Customers
- Recognize and Respond Effectively to Specific Customer Behaviors.
- Understand the Physiology of Anger.
- Listen to an Angry Customer So That They Calm Down.
- Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System.
- Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools.
Building Customer Loyalty
- Complaints into compliments.
- How and Why people complaint.
- Welcoming Complaints.
- Losing Customers.
- Solving their problems and treat them like royalty.
- Relationship Marketing.
- Customer Expectations.
Where Service Excellence Starts
- Developing a Policy to handle Customer Complaints.
- The Consistent approach.
- What to include (information from customers).
- Logging and analyzing complaints.
- Who deals with the complaint?
- Establishing Procedures.
- Techniques for Special situations.
- Drawing the line.
Who Should Attend?
- This program is suitable for individuals who provide a service or product to external or internal customer, including customer service representatives, sales personnel who have a direct or indirect interaction with the customer.
Course Methodology:
We utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This training course will be conducted as a highly interactive workshop session. A variety of training methodologies will be used Before and during the course whenever applicable. Some of these methods are gamification, online pre-post test, role plays, self-assessment instruments, group exercises & case studies.
