Customer Service Essentials: Basic Skills for Serving Others

ICTD International Centre for Training and Development

ICTD International Centre for Training and Development

Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Who should attend

Managers’ supervisors and customer service staff.

About the course

Understand the importance of a customer service culture in a competitive environment.

## Course Objectives

  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
  • Agree and practice strategies for service recovery aimed at regaining customer loyalty.
  • Define the process of managing a customer complaint system.
  • Discuss and practice the techniques of effective communication skills with customers.

## Course Outline

Module One: Customer Service

  • Definitions and Concepts
  • Roles of the Customer Service Professional

Module Two: Attaining Customer Satisfaction through Quality Measures

  • Components of Quality Service
    • Service Quality gaps
    • What Customers Pay Attention To
    • Dimensions of The RATER Model
      • Reliability
      • Assurance
      • Tangibles
      • Empathy
      • Responsiveness
    • Establishing Service Quality Performance Standards
  • Customer Complaint System
  • Sources of Complaints
  • Types of Complaints
  • Handling Complaints: The P.E.P.S.I and F.E.D.E.X Approaches

Module Three: Attaining Customer Satisfaction through Quality Measures (con't)

  • The Principles of Inspiring Staff (A.E.P.A. Philosophy)
    • Arousing Interest
    • Engaging Them
    • Practicing New Skills
    • Applying to Real World
  • Customer Loyalty
  • Who is a Loyal Customer?
  • Strategies to Keep Customers Loyal
  • Reasons why Companies Lose Customers
  • Keys to Delivering an Exceptional Service- The Nordstrom Way

Module Four: A Profile of Different Customer Personalities

  • Characteristics of Difficult People
  • Common Responses to Them
  • 6 major Personalities that Lead to Conflict
    • The Hostile
    • The Pessimist
    • The Complainer
    • The Know-It-All
    • The Narcissist
    • The Over-Controller
  • Strategies in Dealing with Them

Module Five: Effective Communication with Customers

  • Communication Goals
  • Overcoming Barriers to Effective Communication with Customers
  • Reading the Body Language of Customers
  • Behaviors that Block Listening
  • How to Be an Active Listener

Videos and materials

Customer Service Essentials: Basic Skills for Serving Others at ICTD International Centre for Training and Development

This course has no confirmed dates in the future. Subscribe to be notified when it is offered.


Something went wrong. We're trying to fix this error.

Thank you

Someone from the Coursalytics team will be in touch with you soon.

Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

We are happy to help you find a suitable online alternative.