Customer Service (Level 2)

SOFT SKILLS

Targeted marketing and sales training delivers significant business benefits.

Customer Service (Level 2)

Customer Service in Sales and Marketing
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Overview

“There is only one valid definition of business purpose: to create a customer!” Modern day customers demand a high standard of competence and service. Customer Service is a vital part of any business and can ultimately be what either makes the business a success or marks it as a failure. Good service is no longer good enough: Pursuing service excellence is the key.

Objectives

  • Provide exceptional customer service that achieves results
  • Adapt to specific customer behaviour styles
  • Deal effectively with difficult customers & turn complaints into opportunities
  • Use questioning techniques to identify specific needs of customers
  • Explain the importance of product knowledge in customer service
  • Apply outstanding customer service techniques to generate return business

Course Prerequisite

Read, Write & Understand English

Language of Delivery

English

Delivery Methods

Course is facilitated by a competent subject matter trainer, who utilises a combination of the following techniques to ensure that the session is practical and experiential: Discussion; Role Play; Exercises & Case Studies; Videos/DVD’s; Games, Slide Shows & Written Questions.

Who should attend?

Everyone who deals with customers either face to face or telephonically

Duration

1 Day

Includes:

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

Course outline