Course Details

This course is appropriate for a wide range of professionals but not limited to:

• Frontline customer service staff and call center agents.
• Sales and support professionals.
• Supervisors and team leaders overseeing customer interactions.
• Public relations and client relations personnel.
• Anyone looking to enhance customer satisfaction skills.

• Expert-led sessions with dynamic visual aids
• Comprehensive course manual to support practical application and reinforcement
• Interactive discussions addressing participants’ real-world projects and challenges
• Insightful case studies and proven best practices to enhance learning

By the end of this course, participants will be able to:

• Understand the fundamentals of outstanding customer service.
• Communicate effectively and professionally with customers.
• Manage complaints and resolve conflicts efficiently.
• Build empathy, patience, and active listening skills.
• Deliver consistent service quality across all touchpoints.
• Foster a service-oriented mindset across the organization.

DAY 1

Introduction to Customer Service Excellence

• Welcome and introduction
• Pre-test
• Defining customer service and its business importance
• Understanding customer needs and expectations
• Building a positive first impression
• The role of attitude and behavior in service quality

DAY 2

Communication Skills for Service Success

• Verbal and non-verbal communication techniques
• Listening skills and empathy development
• Handling difficult customers professionally
• Telephone and email etiquette
• Practical session: role-play exercises

DAY 3

Problem Solving and Complaint Handling

• The psychology of customer complaints
• Techniques for de-escalation and resolution
• Turning complaints into loyalty opportunities
• Emotional control and stress management
• Case examples

DAY 4

Building Long-Term Customer Relationships

• Consistency and reliability in service delivery
• Personalizing customer experiences
• Cross-selling and upselling through service excellence
• Internal customer service and teamwork
• Group activity

DAY 5

Sustaining Service Excellence

• Continuous improvement and feedback systems
• Measuring customer satisfaction and service KPIs
• Embedding service excellence in company culture
• Post-test
• Certificate ceremony