Advanced Learning Programs

support@alprograms.com
Phone: (02) 506 8016

CUSTOMER SERVICE TRAINING

Why do you need to attend Customer Service training?

These days, people will only stay loyal to a company if they have very good reason to. Otherwise,
there is plenty of competition available they could choose to move to. As a result, you have to work
even harder to keep customers and build their trust in your brand. By providing the best in customer
service, you will increase trust, and that could mean the difference between customer loyalty and
customers who jump ship. Problems are always going to arise for any business no matter how hard
you try to avoid them. While you can’t run a perfect business with all the perfect customers, you can
ensure friction doesn’t become an issue. If customers know that they can voice complaints and those
issues will be handled properly, they will feel more comfortable doing business with you. Customer
service builds brand awareness, brand confidence, and trust. When the customer has an expectation
of a reliable, repeatable, pleasurable experience with a brand, loyalty increases. Customers have
good role models for excellent customer service and their expectations continue to rise. You might
also be interested: Communication Skills Training Creative Problem Solving and Decision Making
Course

Objective

Better understanding of your customers and their needs

Appreciation of customer service role in the organization
Define what great customer service is and the components you need to have to make it even
better
Evaluate one’s attitude in providing customer service
Tips and tricks to make your role fun and enjoyable
Assessing the situation and finding the best solutions to customers’ concerns
Customer service role in the whole business cycle
Using your body language
Proper phone etiquette
Proper use of email
Understanding common grounds and knowing your limits
Managing emotions
Escalation process

Module

Module 1 – Customer Service Defined

Who we are
What is Customer Service
What is the role that we play in our organization

CUSTOMER SERVICE TRAINING

Module 2 –Foundation skills

Basics of customer service

How important is your attitude
The importance of managing your emotions

Module 3 – Identifying our customers and their needs

Who are our customers

Customer bill of rights
How do we identify their needs and how do we provide fair solutions to their concerns
Going the extra mile

Module 4 – Addressing difficult customers

Empathy and sympathy

Managing your emotions
Not being personal
Turning difficult situations around

Module 5 – Email Etiquette – Servicing Customers through email

Email Do’s and Don’ts

Simple and understandable form of communication
Being construction and always direct to the point of the solution
Avoiding procrastination

Module 6 – Phone Etiquette – Servicing Customers through phone

Phone Do’s and Don’ts

The power of Smiling while talking
Setting the tone
Taking control of the conversation

Module 7 – Documentation and post actions

The importance of documenting what transpired in every transaction

Process of following up
Ensuring that next steps are defined

Module 8 – Knowing when to escalate the situation

Understanding the escalation process

Knowing who to escalate to
Providing escalation details

Module 9 – Putting it all together – Tips and Tricks that would

How to provide customer service and enjoy doing it

Managing Stress and having a positive outlook

Module 10 – Your contribution in the organization

Being aware of the business lifecycle and where do customer service fit in
CUSTOMER SERVICE TRAINING
 What is your main contribution and how do you become a great contributor

Writing your action plan for the course, Q&A, Wrap up

CUSTOMER SERVICE TRAINING