Customer Service Excellence

Created by LEC Team
Last updated Mon, 27-Mar-2023
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Application of the tools as well as methods demonstrated on this training course will certainly make it possible for attendees to supply significant increases in Customer service, leading to consumer retention as well as increased revenues. It will certainly also demonstrate how organizations can completely harness the power of Social network to augment their brand names as well as develop purposeful dialogues with Consumers.

Course Purposes of Customer Service Quality


  • Explain the significance of customer support in a competitive environment
  • Defend the crucial role inner clients play as well as show that their fulfilment is vital for the success of a company
  • Exercise the methods of taking care of customer expectations and also delighting clients
  • Give much better, quicker service and also boost consumer satisfaction
  • Acknowledge early signals of client irritation and also react suitably in order to quickly discover a workable solution to the problem


Day 1
Definitions and concepts
  • Quotations on customer service

  • Service definitions

  • Quality service requirements

  • Some interesting numbers

  • Cost of bad customer service

  • Customer care foundations

  • Learning from the best

Internal customer service

  • Identifying internal and external customers

  • A final definition

  • Elements of service

  • Customer requirements

  • Foundation of great service people

  • The links in the service-profit chain

  • Internal customer service



Day 2
Managing customer expectations

  • The Importance of customer expectations

  • Perceived service quality

  • What to say and what not to say

  • Calming upset customers

  • 12 tips for calming upset customers

  • Comments you should avoid

  • Managing customer expectations

  • 'RATER' in real life

  • The Service Quality (SQ) factors

  • Flying over customers' rising expectations

  • The customer loyalty ladder



Day 3
Effective communication skills for handling customers

  • Effective communication

  • Verbal communication with customers

  • Active listening

  • Effective listening skills

  • Phone etiquette



Day 4
Professional behavior with customers

  • The power of behavior

  • Principles of effective behavior

  • How to behave professionally with the customer

  • History of communication

  • Interesting study

  • Interpreting non-verbal communication

  • The right behavior with the customer

  • The wrong behavior with the customer

  • Types of behavior

  • Assertive, passive, and aggressive behavior

  • Verbal and non-verbal components of communication styles



Day 5
Dealing with difficult customers
  • Dealing with different personality types

  • Typical customer personality types

  • Role-plays and exercises on dealing with different personality styles

  • Service recovery


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