Customer Service Excellence Training

Customer Service Excellence Training - Nigeria
  • Customer Service Excellence Training - Nigeria
Description :

An excellent training program by a Service Quality Institute, USA Certified Customer Service Trainer.
Your customers form an impression about your company when they walk through the door and are greeted by your customer service employee or they receive telephone calls and answer your customers. Your customer service employee's professionalism represents your company's brand. To properly reflect your brand, they must represent your company through their appearance, behaviour, attitude, business manners and communication skills. Our Customer Service Excellence Training program will improve the way your reception/front desk/sales/client relation personnel interact and communicate with your customers or clients. These time-tested skills and techniques are proven to lower customer turnover, dissatisfaction, frustrations and reduced stress on your other team members.

TRAINING METHODOLOGY:
Role plays, Participatory understanding exercise, Interactive learning game.

WHO CAN PARTICIPATE?
Any Employee who is/are working in any of the following:
Front desk, Customer Service, Sales/Marketing, Teachers, MSME Owners/Entrepreneurs, Fast food workers, Hotel & Tourism etc.

SOME OF THE TRAINING TOPICS INCLUDE:
Who are Customers?
Communicating Effectively with Customers
Attitude Checklist
Skills for Customer Service
What do Customers Want?
Greeting Customers
Establishing Rapport
Find out how You can Help
How to Listen to Customers
Questioning Skills
Reflective Skills
Using Your Voice
Brainstorm some examples of good body language
Telephone Skills
Written Communication
Guaranteeing Return Business
Positive Organisational Image
Organisational Assessment Activity
Presentation and Manner
A Positive First Impression
What to Avoid
Service Standards
Factors Affecting the Quality of Service
Customers with Special Needs
Planning Good Customer Service
Dealing with Difficult Behaviour
-The Talkative Customer
-The Angry Customer
-The ‘Know it all’ Customer
-The Indecisive Customer
-The Suspicious Customer
Role Play

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