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Customer Service Excellence


Course Overview

The Quality Customer Service training is for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers. Delegates will understand the impact on them and their organization of providing the best possible service-learning to communicate with customer’s in a professional and effective manner.

Target Audience

Receptionists, secretaries, security, drivers, junior administrators and any anyone who would like to improve their customer service.


There are no prerequisites for this course

Course Outline

Module 1: What is Customer Service?

  • Definition
  • The First Critical Element  – A customer Service Focus

Module 2: Who Are Your Customers?

Module 3: Meeting Expectations

Module 4: Pre-Assignment Review

Module 5: Setting Goals

  • Creating a Personal Vision Statement
  • Identifying Dreams and Setting Goal
  • My Dreams and Goals

Module 6: The Second Critical Element – Defined in Your Organisation

Module 7: The Third Critical Element – Given Life by the Employees

Module 8: Communication Skills

  • Empathy
  • Defining Communication
  • Asking Questions

Module 9: Telephone Techniques

  • Telephone Basics
  • Handling Everyday Requests
  • Tips and Tricks

Module 10: Dealing With Difficult Customers

Module 11: Dealing With Challenges Assertively

  • An Assertiveness Model
  • Small-Group Work

Module 12: Dealing With Difficult People

  • Getting to the Heart of the Matter
  • The Three F’s
  • Types of Difficult People

Module 13: The Forth Critical Element – Be a Problem Solver

  • Reducing Conflicts
  • Problem Solving in Six Steps
  • Role Play

Module 14: Seven Steps to Customer Problem Solver

  • The Process
  • Role Play
  • The Recovery Process

Module 15: The Fifth Critical Element – Measure It

  • Tools to Use
  • Measurement in Practice

Module 16: The Sixth Critical Element – Reinforce It

  • Reinforcement Techniques
  • Power Talk

Module 17: Dealing With Stress

Personal Action Plan

Recommended Reading List

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