Customer Service

Course Code: CusServ
Duration: 1.0 Day 

You will explore the background and techniques of customer interactions.

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Course Content
Lesson 1: The Value of Customer Care
   Topic 1A: Understand Customer Care
   Topic 1B: Customer Care and Motivation
   Topic 1C: Standing Out with Customer Care

Lesson 2: Customers Define Success
   Topic 2A: Trends in Customer Service
   Topic 2B: The Customer Care Equation

Lesson 3: You Make the Difference
   Topic 3A: The Human Touch
   Topic 3B: Applying the Human Touch

Lesson 4: Customer Relationships
   Topic 4A: Face-to-Face Contact
   Topic 4B: Service Face to Face
   Topic 4C: Benefits of Active Listening
   Topic 4D: The Value of Complaints
   Topic 4E: The Service Recovery Process

Lesson 5: Who Is the Customer?
   Topic 5A: Customer Relationship Management
   Topic 5B: Internal Customers
   Topic 5C: Value Chain Management

Lesson 6: Engage Difficult Customers
   Topic 6A: The Unreasonable Customer
   Topic 6B: The Angry Customer
   Topic 6C: The Unhelpful Colleague

Lesson 7: Increasing Customer Loyalty
   Topic 7A: Moments of Truth
   Topic 7B: Analyze Moments of Truth

Lesson 8: Increase Sales via Service
   Topic 8A: Sales Orientation
   Topic 8B: Features and Benefits
   Topic 8C: The Nature of Persuasion

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