Customer Service: Back to Basics

Understand fully what customer service means in relation to all our customers and recognize how our attitude affects customer service. We will focus on how we can serve our customers better and improve ourselves in the process.

Duration: 1 Day
Who should attend? Everyone who deals with customers (internal or external)
Course Prerequisite: None

Course Outline

  • Understanding the Importance of Customer Service
  • What is Customer Service?
  • Who is the Customer?
  • Customer Needs and Expectations
  • What all links to Customer Service?
    • Personal Attributes
    • Self-Awareness and Self-Esteem
    • Personal Hygiene
    • Professional Appearance (Dress Code & Grooming)
    • Managing your Work Hours
    • Positive Work Attitude
    • Good Manners & Basic Office Etiquette
    • Commitment & Strong Work Ethic
  • Excellent Communication Skills
  • Assertiveness
  • Listening & Hearing
  • How to Greet?
  • The Art of Small Talk
  • Dealing with Unhappy Customers
  • Handling Customer Complaints
  • Body Language
  • Telephone Courtesy
  • Value of Teamwork
  • Accountability & Responsibility
  • Value of Communication
  • Staying Motivated
  • 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

Download Information

Click on the button to download

Course Schedule

View the available course dates

Contact Us

Contact Us now to find out more…