Customer Service Training Course

Introduction: Customer Service Training Course

Each as well as every 1 of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a business, serving the individuals who buy your products. Perhaps you’re an accountant, serving the staff members by producing their particular pay checks as well as keeping the business running. Or maybe you’re a business owner, serving your staff as well as your customers.

The Customer Service program will look at all Kinds of customers as well as how we can serve them better as well as improve ourselves in the process. Your delegates will be provided a strong skill set including in-person as well as over the phone techniques, Working with Challenging customers, as well as generating return business.

Customer Service Training Course


Recommended Prior Experience and Knowledge: Customer Service Training Course

This course will assist delegates in understanding: Customer Service
For the Customer Service Training Course it is advisable that you have the following experience/knowledge:
None, course conducted in English

Outline: Customer Service Training Course

Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa

Key outcomes of the course include:
BOTI’s Program Outline

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 and fees: Customer Service Training Course

Our one day training course is designed so that the knowledge acquired is applied practically, so that the business environment can be enhanced.

Please contact BOTI for information around costing

Course Schedule

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