Objectives of the customer service course
Upon completion of the customer service course, students will be able to:
- Motivate, provide emotional support and boost self-confidence, self-assurance and self-motivation following the customer service course.
- Improve communication with customers through effective and efficient interactions.
- Help to fulfil the business plan and marketing plan by developing the skills and competencies linked to customer service.
- Improve the quality of service perceived by customers by applying continuous improvement tools linked to an ISO certificate.
- Manage conflict situations with customers and reduce the likelihood of their occurrence.
Customer Service Course Methodology
The customer service course can be delivered either in-house or online. It is eligible for a subsidy from Fundae.
The customer service course is based on active learning, with participants engaging in practical activities and experiential exercises that reflect their everyday work.
Upon successful completion of the customer service course, participants will receive a certificate.
Training aimed at:
This customer service training is aimed at:
- Senior and middle managers who wish to improve customer service.
- Employees and staff who have contact with customers in their work and wish to improve customer service.
Customer Service Course Syllabus
The customer service course programme covers the following topics:
- Key concepts in customer service
- Identifying customer needs according to customer type
- Customer focus and brand building
- Online reputation
- Verbal and non-verbal communication
- Verbal communication.
- Non-verbal communication (gestures, eye contact, attire, etc.)
- Interpreting the customer’s verbal and non-verbal language.
- Empathy and assertiveness
- Conveying confidence through verbal and non-verbal communication.
- Courtesy and good manners.
- Telephone and written customer service
- Face-to-face and telephone customer service
- Written communication: letters and emails
- Social media communication plan (Community manager).
- The customer service process
- Personalising contact.
- Active listening.
- The Sales Process
- Different customer attitudes.
- Customer satisfaction.
- Resolving conflict situations
- Dynamics of a conflict situation.
- How to respond to a conflict situation.
- Handling suggestions, complaints and grievances.