Objectives
This course aims to enable participants to
Who is it for?
This course is for anyone who works in a customer-facing job, be it for internal or external customers. Customer service is an important skill for the majority of all professionals, as most of them have to interact with customers regularly and, more often than not, they are ‘the face of the company’ the customer sees.
Why should I attend?
Participants will gain a deeper understanding of how to remain calm and professional, even when situations get challenging. They will learn how to deal with difficult customers and to dissipate potential conflict situations.
Course Overview
SESSION 1
✓ Becoming aware of communication habits - listening and speaking
✓ Understanding and developing effective and professional communication
✓ Understanding professional behavior - discretion, dress code, punctuality, etc.
✓ Unlocking the potential and will for improvement
SESSION 2
✓ Understanding intercultural challenges
✓ Adapting the communication style to the multicultural environment
✓ Speaking in a polite, respectful and professional manner at all times
✓ Linking the learning to the company’s core values
SESSION 3
✓ Dealing with crisis on the job
✓ Remaining professional and friendly when under pressure
✓ Managing time and stress effectively on the job
SESSION 4
✓ Dealing with challenging customers
✓ The ‘broken record’ trick
✓ Focusing on solution and quickly moving on
SESSION 5
✓ Developing staff engagement in customer care – answering the “Why should I care?” question
✓ Learning from customers’ and colleagues’ feedback
✓ Summary of Learning and next three steps
*Disclaimer: Kindly note scheduled dates and times are subject to change. We will do our best to avoid re-scheduling, however, in the unlikely event that this occurs, new dates/times will be discussed with applicants.
Course Schedules |
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