Service Excellence
 

Course Description

This course teaches participants the basics of customer service. Participants will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, participants learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.
 

Objective

At the end of this course participants should be able to:

• Distinguish the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations.
• Develop customer service skills, provide quality customer service, and solve customer service problems.
• Understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress
• Understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages

Course Duration

7 hours (Full Time) / 9 hours (Part Time)
 

Target Audience

This course would be suitable for those who are new to the Service Industry and keen to improve themselves so to enable them in rendering a top quality customer service to their potential clients.