Course Name

Customer Service Essentials

Create Value in Every Customer Interaction
  • Duration: 1 Day(s)
  • Date: 26 Sep, 2024
  • Price: R2, 075.00 (excl. VAT)
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Course Introduction

The workshop looks at all kinds of customers and how they can be served in a better way. The aim is to enable continuous improvement. Participants will be provided with the skills to deliver excellent customer service in-person, over the phone or through other communication channels.

Course Delivery Method

Our courses have flexible delivery options:

  • In-person classroom training at the Impactful training
    facilities

  • Virtual instructor-led training
  • Nationally: on-site at the client

Course Objectives

This one-day learning programme is designed to equip participants with the knowledge, skills, and attitudes needed to provide exceptional customer service and contribute to the overall success of the organisation

Course Content

  • Module 1: Introduction to customer experience
    • Importance of customer experience in the success of the organisation
    • Define customer experience and its components
    • Role of customer experience in building customer loyalty
    • Describe a customer experience charter and its elements
  • Module 2: Develop a customer-centric mindset
    • Understand customer needs and expectations
    • Cultivate empathy and active listening skills
    • Embrace a positive attitude towards customers
  • Module 3: Effective communication
    • Verbal and non-verbal communication skills
    • Questioning techniques for uncovering customer requirements
    • Handle challenging customer conversations
  • Module 4: Problem-solving and conflict resolution
    • Identify customer issues and complaints
    • Root cause analysis for effective problem solving
    • Strategies for resolving conflicts and turning negatives into positives
  • Module 5: Going the extra mile
    • Personalise and tailor service to individual customers
    • Create memorable customer experiences
    • Surprise and delight tactics to exceed customer expectations
  • Module 6: Manage customer expectations
    • Set clear and realistic expectations
    • Transparency in communication about policies and procedures
    • Deal with unmet expectations and customer disappointment
  • Module 7: Handle difficult customers
    • Identify different types of difficult customers
    • Strategies for de-escalation and conflict management
    • Turn difficult customers into raving fans
  • Module 8: Multi-channel customer support
    • Effective communication across phone, email, chat, and social media
    • Consistency in brand messaging across channels
    • Adapt communication styles to different channels
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Get in touch

Contact the Impactful team if you need any assistance.
Email: impactful@lrmg.co.za
Tel: +27 87 941 5764

Course Introduction

The workshop looks at all kinds of customers and how they can be served in a better way. The aim is to enable continuous improvement. Participants will be provided with the skills to deliver excellent customer service in-person, over the phone or through other communication channels.

Course Delivery Method

Our courses have flexible delivery options:

  • In-person classroom training at the Impactful training
    facilities

  • Virtual instructor-led training
  • Nationally: on-site at the client

Course Objectives

This one-day learning programme is designed to equip participants with the knowledge, skills, and attitudes needed to provide exceptional customer service and contribute to the overall success of the organisation

Course Content

  • Module 1: Introduction to customer experience
    • Importance of customer experience in the success of the organisation
    • Define customer experience and its components
    • Role of customer experience in building customer loyalty
    • Describe a customer experience charter and its elements
  • Module 2: Develop a customer-centric mindset
    • Understand customer needs and expectations
    • Cultivate empathy and active listening skills
    • Embrace a positive attitude towards customers
  • Module 3: Effective communication
    • Verbal and non-verbal communication skills
    • Questioning techniques for uncovering customer requirements
    • Handle challenging customer conversations
  • Module 4: Problem-solving and conflict resolution
    • Identify customer issues and complaints
    • Root cause analysis for effective problem solving
    • Strategies for resolving conflicts and turning negatives into positives
  • Module 5: Going the extra mile
    • Personalise and tailor service to individual customers
    • Create memorable customer experiences
    • Surprise and delight tactics to exceed customer expectations
  • Module 6: Manage customer expectations
    • Set clear and realistic expectations
    • Transparency in communication about policies and procedures
    • Deal with unmet expectations and customer disappointment
  • Module 7: Handle difficult customers
    • Identify different types of difficult customers
    • Strategies for de-escalation and conflict management
    • Turn difficult customers into raving fans
  • Module 8: Multi-channel customer support
    • Effective communication across phone, email, chat, and social media
    • Consistency in brand messaging across channels
    • Adapt communication styles to different channels

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Get in touch

Contact the Impactful team if you need any assistance.

Email: impactful@lrmg.co.za
Tel: +27 87 941 5764

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