BOTi Courses Overview – Customer Service Training

Course Introduction

Each one of us is in the business of serving customers whether we realize it or not. Maybe you’re at the coalface of a business, serving the individuals who buy your products. Perhaps you’re an accountant, serving staff members by producing their pay checks as well as keeping the business running. Or maybe you’re a business owner, serving your staff as well as your customers. This course examines all types of customers as well as how they can best be served.  You will be provided with a strong skill set including face to face and over the phone techniques, as well as working with difficult and challenging customers.

Course Outline

Key outcomes of this course include:

Component 1: Starting Out
• program Objectives
• Activities to break the ice
• Housekeeping matters and administration
• The Parking Area

Component 2: Who We Are as well as Exactly What We Do
• Exactly What is Customer Service?
• Who Are Customer Service Providers?
• Who Are Customers? (internal/external)

Component 3: Establishing Your Attitude
• Staying Positive
• Staying Energized

• Appearance Counts!
• The Power of a Smile

Component 4: Identifying as well as Addressing their particular Needs
• Comprehending the Customer’s Problem
• Meeting Basic Needs
• Staying Outside the Box
• Going the Extra Mile

Component 5: Generating Return Business
• Addressing Complaints
• Turning Challenging Customers Around
• Following Up

Component 6: In-Person Customer Service
• Working With At-Your-Desk Requests
• The Advantages as well as Disadvantages of In-Person Communication
• Utilizing Body Language to your benefit

• Telephone Etiquette
Component 7: Giving Customer Service over the Phone
• The Advantages as well as Disadvantages of Telephone Communication
• Tips as well as Tricks

Component 8: Providing Electronic Customer Service
• Tips as well as Tricks
• The Advantages as well as Disadvantages of Electronic Communication
• Examples: Chat or e-mail
• Comprehending Netiquette

Component 9: Recovering Challenging Customers
• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Controlling Your Own Emotions

Component 10: Comprehending When to Escalate
• Coping with Insults
• Working with Legal as well as Physical Threats
• Working with Vulgarity

Component 11: 10 Things You Can Do To WOW Every Time
• 10 Tips

Component 12: Concluding
• Assessment of Parking Area
• Wise Men’s words
• Evaluations as well as Completion Of activity Plans
• Key Learnings

Course duration

1 day

Who should attend

This course is suitable for those individuals who wish to upskill themselves in customer service excellence.

Upcoming Public Courses

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In addition to the related public courses, we offer the above course across the country: Anytime, Anywhere. Click on the link to get an instant proposal or book your course NOW:

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2018 Public Course Calendar

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