Customer Service Excellence Training

Customer Service Training Course Customer Service Training
By Shahrukh Moghal
Customer Service:

Customer Service Excellence

“100% activity based session designed to prosper through a service driven culture.”

By Shahrukh Moghal


PSMB Certified Trainer
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Register for Public Training Public program not yet available
Contact Customer Service +6012-211-8856
Email Customer Service [email protected]
[email protected]
Course Title:
Customer Service Excellence
Training Category:
Soft Skills
Target Audience:
Call Centre Executives, Call Centre Agents, Call Centre Supervisors
Duration:
2 Days
For In-house Training
Request for Quotation Request for Quotation
For Other Inquiries
Contact Global Corporate Academy
Contact customer service +6012-211-8856
Email customer service [email protected]
[email protected]
Delivery Methods
  • Language: English
  • PowerPoint Presentation
  • Workshop
  • Group Discussion
  • Presentation Handouts
  • Participant Presentation
  • Video Presentation
  • Role Play
  • Case Studies
  • Demonstrations
  • Certificate of Participation
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Course Introduction ›

Customers are the life-line of any business, as such providing great customer service is critically important and therefore keeping your customers satisfied needs to be the top priority.

This training session takes a practical approach in terms of enhancing behavioral skills that are imperative for Service professionals to perform their function confidently. Good Service is really good selling! Both pursuits require sound and strategic planning and preparation. They both require us to sharpen our personal communication skills and product knowledge.

This 100% activity based session is designed to help participants to service and prosper through a service driven culture. The activities are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service.

Course Objectives ›

After the completion of this customer service training program, participants should be able to:

  • Understand the elements of successful customer communication and improve skills in this area
  • Structure customer contact more effectively Improve questioning and listening skills
  • Identify customer’s real issues and match with appropriate solutions
  • Build better relationships with customers using empathy
  • Recognize each customer’s unique personality and tailor dialogue accordingly
  • Identify their own stress triggers and develop action plans to overcome them
  • Learn how their own body language can improve communication with customers
  • Understand the importance and impact of the telephone as a service tool

Course Outline ›

DAY 1
  • Customer Behaviors
  • Active and professional Listening
  • Articulate and persuasive Speaking
  • Probing Skills
  • Understanding the customer’s perspective through Empathy
DAY 2
  • Emotional Intelligence in customer service
  • Handling complaints
  • Dealing with angry and irate customers
  • Writing effective emails
  • Role play – Service encounter & Angry customer

Who had attended this training ›

  • Honda Malaysia
  • Maybank Berhad,
  • CIMB Bank
  • RHB Bank
  • Maxis
  • Citilink

Contact Us Now ›

  • Course content customization
  • In-house training request
  • Available public program
  • Consultation services
  • Other inquiries
Contact Customer ServiceCall Us :
+6012-211-8856
Email Customer Service E-mail Us :
[email protected]
[email protected]

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