Customer Service Course

Research shows that 90% of our impressions are formed in the first 90 seconds. It follows therefore that the initial image an employee portrays is critical in determining the overall first impression that a caller or visitor gets of the organisation. 

The purpose of this course is to provide participants with the necessary skills to present the best possible image of the organisation in order to maintain and enhance customer satisfaction.

Course duration:

         1 day - classroom session

Training Methodology:

Theoretical input plus interactive sessions where participants are encouraged to ask questions, make comments and share their own customer service experiences.

The course includes instructional videos (customer service scenarios), practical exercises and role play in which participants can apply the theory and skills covered throughout the day.

Learning Objectives:

At the end of the course participants will:

• Appreciate the vital role played by customer service
• Know how to create a positive impression of themselves and their organisation
• Understand the basic rules of customer service
• Fine tune their communication skills, improve their listening skills and develop questioning techniques
• Understand the importance of body language
• Deal with challenging customers and conflict situations