Customer Service and Complaint Handling

Customer Service and Complaint Handling

Course Background:

This course will provide participants with the essential skills necessary for dealing with customers. Participants will develop a greater understanding of customer needs and how to deal with these needs confidently and efficiently.

Course Content:

• How to create and present a professional image
• Confidence and basic assertiveness
• Turning complaints into opportunities
• Improving customer care skills
• Communication skills: listening, questioning, verifying and explaining
• Conducting customer service transactions
• Being positive during difficult customer situations
• Handling difficult customer situations in a positive manner

Learning Outcomes:

Upon successful completion of this course participants will gain the skills and knowledge necessary to:

• Present a professional image
• Turn complaints into opportunities
• Deal with difficult customers
• Conduct customer transactions
• Communicate effectively with customers

This Course is Designed For:

Anyone in a front line position of customer service

Training Methodology:

This course is classroom based and it is highly interactive with role-playing playing and practical exercises to reinforce the participants understanding and learning.

What to Bring to the Course:

There are no requirements for this course.

Duration of the Course:

1 day.

Participants:

A maximum of 12 per course.

Certification:

Upon successful completion of this course participants will receive a certificate in customer service and complaint handling

Upcoming Schedules: