Professional Customer Service Training - Maximising Customer Satisfaction

Course Objectives:

• To offer a complete business product and perspective aimed at the professional development of Front Line and Managers or Supervisors in the area of Customer Service
• To enhance your current knowledge and skills in key customer service areas
• To provide a framework for continuous learning and development

Programme Content

Session 1         Professional Customer Service

• Overview
• What is Professionalism?
• First Impression and Perceptions
• The Customer Service Professional

Session 2         Effective Communication Skills (Building Rapport)

• Overview
• Communication (nature and function)
• Communication Process
• Verbal and Non-Verbal Communication
• Effective listening

Session 3         Creative Problem Solving/Understanding Human Behavior

• Defining needs and expectations
• Understanding Behaviour
• General customer contact methods
• Problem solving process

Session 4         Handling various types of Customers

• Types of customers
• Effective handling of customer complaints
• Adjusting and modifying responses
• Identifying and removing stressors
• Complaint management

Session 5         Telephone Skills and technique

• Developing your tele-tone (establishing the right key)
• Answering the telephone
• Putting the caller on hold
• Transferring a call
• Taking a message
• Taking ownership of the customer

Session 6         Team Dynamics

• Creating a customer service environment
• Elements of effective teams
• Leadership Styles and Effectiveness
• Personality Types
• Keeping the team motivated

Registration Information

• Registration for all Corporate Training courses can be done at the Champs Fleurs, Port-of-Spain, Trincity or San Fernando Campus.
• Payment of fees can be made by linx, credit card or cheque.
• An administration fee of $100.00 is payable on all registrations.
• A late fee of $20 will apply on registrations within 1 week of commencement of class.
• A Certificate of participation is awarded to each participant upon satisfying 80% attendance of classes and/or any exam or course-work assigned by lecturer.
• Please note that all information is subject to change.  It is advisable to confirm all information before registration.

Schedule