Customer Interaction – Level 2

Overview

“There is only one valid definition of business purpose: to create a customer.” Modern customers demand high standards of competence, empathy, and service. Customer service is no longer just about meeting expectations — it’s about exceeding them.

This course equips delegates with advanced skills to pursue service excellence, build strong customer loyalty, and turn challenges into opportunities for business success.

Course Details

Objectives

On completion of this course, delegates will be able to:

Provide exceptional customer service that drives results.
Adapt service styles to meet different customer behaviours.
Deal effectively with difficult customers and turn complaints into opportunities.
Use questioning techniques to uncover customer needs.
Explain the importance of product knowledge in customer service delivery.
Apply advanced customer service techniques to encourage repeat business.
Apply emotional intelligence strategies to deepen customer connections.
Use digital tools and channels to deliver consistent service across platforms.

Delivery Methods

The course is facilitated by a skilled subject matter trainer, using a combination of:

Interactive Discussions
Role Plays & Case Studies
Practical Exercises
Videos & Slide Presentations
Games & Group Activities
Written Questions and Feedback

Who should attend?

This course is ideal for employees who interact with customers face-to-face or telephonically, including:

Frontline Staff
Receptionists
Call Centre Agents
Sales Staff
Client Service Representativess

Includes

Comprehensive Training Manual
Lunch & Refreshments (not applicable to on-site / online training)
Electronic Certificate (on successful completion of the course)
Electronic Delegate Feedback Questionnaire

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