Professional Development Training

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

    • 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?

    • Enterprise growth
    • Brand definition
    • Revenue driver
    • Aspirations and future forward vision

Executing Flawless Service Delivery

    • The art of Active Listening
    • Dealing with resistance
    • Working as a collective team
    • Spreading the culture of service

Strategies & Tactics

    • 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. Register Below.

Available Open Enrollment Dates: Pending 

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