Customer Service Skills
Course Code: AMS255
Customer Service Skills is an interactive and immersive program that uses topic-focused individual and team discussion to help participants think about the various aspects of Customer Service and therefore consider how they could enhance their performance in pursuit of excellence. They will acquire knowledge, tools and frameworks that will help them to be more active and effective when dealing with customers and enable them to both support and lead others to do the same. By considering the various aspects required to develop a robust portfolio of skills, individuals will be able to assess personal and business impact and create strategies and tactics that build upon existing core skills. The course will help delegates to better understand themselves, what they need to do differently and to set action plans related to the development of their Customer Service skills.
Learning Modules
The Service Mindset
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- What do “our customers” really want?
- Behaviors of an effective customer service specialist
- Building trust with your customers
- Knowing your internal and external customer
Why is it important?
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- Enterprise growth
- Brand definition
- Revenue driver
- Aspirations and future forward vision
Executing Flawless Service Delivery
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- The art of Active Listening
- Dealing with resistance
- Working as a collective team
- Spreading the culture of service
Strategies & Tactics
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- Identifying needs to improve
- Framing expectations
- Better, different or both
- Communication and expectations explained
Who Should Attend
Individuals, team leaders and members looking to gain a competitive edge when interacting with customers and stiving for exceptional customer service. The course will appeal to individuals looking to broaden and deepen their skills, whilst being able to reflect on their development journey to date. Those seeking to enhance their customer service skills will have the opportunity to utilize frameworks and structures that will enhance the chances of success.
Engagement Options
Enterprise – for corporate groups of eight or more participants, delivered On-Site or Live Online with access to customize your learning experience as noted below. Contact Us to Discuss Your Unique Needs>
- On-Site
- Accelerated Course = 2 learning modules delivered in a half day
- Full course = 4 learning modules delivered in one day
- Live Online
- Thought Leader Series = topical overview delivered in a 1-hour session
- Accelerated Course = 2 curated learning modules delivered in one 3.5-hour session
- Full course = 4 learning modules delivered in two 3.5-hour sessions
Open Enrollment – for individual learners or cohorts of less than eight participants, delivered Live Online. Contact Us for Scheduling Options>
Customize your Learning Experience
- Personalize Scenarios, Thought Leader Questions, and Exercises
- Partner via our Stewardship Engagement Model – Watch the Video
- Select Delivery Modality and durations
- Extend Learning with Research Articles
- Sustain Performance with Performance Coaching
- Build Learning Tracks by Linking Courses & Modules
- Build your Learning Academy
- Enhance at Desk Application through Business Simulation Training
- Earn Select Industry Accreditations
- Whodunit – Murder Mystery – Team Building