Advanced Customer Service

Key Subject Areas

• Identify professional qualities in service providers.
• Customer types and what they expect in the way of service.
• Your service attitude.
• Communication and can-do language.
• Internal customer - support and commitment.
• Developing customer loyalty.
• Identifying and handling customer concerns.
• Developing a customer service profile.

Learning Outcomes:

• Help them to understand 'how and why' their role is important.
• Empower them with techniques to turn all good and bad customer service scenarios into gold.
• Give them strategies to turn problem, angry and difficult customers into happy ones.
• Enable each person to complete a self-analysis of their service attitude and skills, to build empathy.
• Identify the four levels of customer expectation.
• Show them how to achieve great first impressions.

Accredited from:

• Knowledge and Human Development Authority.
• Federal Authority of Government Human Resources.
• WAFUNIF – United Nations.

Career Path

Customer Service Professional, Customer Service Agent, Any person with frontline experience in customer service, or who interacts with internal or external customers.