Customer Service Training

One of our founders is always telling people that “Customer service is dead”. So why do we offer customer service training?

Customers are everywhere! But they will remain scarce to the organization that does not understand how to deliver raving-reviews-generating customer service. Customer service has gone beyond having a desk for attending to complaints in the office. It has to be woven into the fiber of an organization to the extent that the customer feels like a king.

This training, delivered by world-class facilitators is designed to make everyone in your organization understand that your business exists only because of the customer. Armed with this consciousness, every staff member becomes a great customer service agent, starting from the gate to the penthouse.

Customer Service Training Course content

Course Overview:

This course is designed to provide participants with the knowledge and skills required to deliver exceptional customer service. Participants will learn the importance of customer service, the key principles of good customer service, and practical techniques for delivering outstanding customer experiences. The course will also cover strategies for dealing with difficult customers and handling complaints effectively.

Course Objectives:

• Understand the importance of excellent customer service in building and maintaining a successful business.
• Develop skills for providing outstanding customer service, including effective communication, active listening, and problem-solving.
• Learn techniques for managing difficult customers and resolving complaints effectively.
• Understand the importance of maintaining a positive attitude and managing stress in customer service roles.
• Develop strategies for creating a customer-centric culture within your organization.

Course Outline:

Module 1: Introduction to Customer Service

1. Importance of excellent customer service
2. Key principles of good customer service
3. The impact of poor customer service

Module 2: Effective Communication Skills

1. Active listening and questioning techniques
2. Verbal and non-verbal communication
3. Building rapport with customers

Module 3: Problem-Solving and Decision-Making

1. Techniques for identifying customer needs
2. Developing solutions to meet customer needs
3. Making decisions in customer service roles

Module 4: Dealing with Difficult Customers

1. Understanding difficult customer behaviors
2. Strategies for managing difficult customers
3. De-escalation techniques

Module 5: Complaint Handling

1. Techniques for handling complaints effectively
2. The importance of empathy and understanding
3. Resolving complaints and maintaining customer loyalty

Module 6: Attitude and Stress Management

1. The impact of attitude on customer service
2. Strategies for managing stress in customer service roles
3. Maintaining a positive attitude in challenging situations

Module 7: Creating a Customer-Centric Culture

1. Building a culture of customer service excellence
2. Encouraging customer feedback and continuous improvement
3. Recognizing and rewarding outstanding customer service

Course Delivery:

The course will be delivered through a combination of lectures, case studies, role-playing exercises, and group discussions. Participants will also have access to online resources and materials, including videos, articles, and quizzes. The course can be delivered in person or online, depending on the needs of the organization.

Assessment:

Participants will be assessed through a combination of quizzes, case studies, and role-playing exercises. They will also be required to develop a customer service improvement plan for their organization, which will be reviewed by the instructor.

Who can attend

• Front desk officers
• Customer care officers
• Call center agents
• Customer service managers
• Technical staff
• Sales staff
• Anyone that interfaces with customers in one way or another.

Training Venue

The training can either hold at

1. Our Ikeja office,
2. Our Lekki Liaison Centre,
3. A neutral location (hotel, resort of your choosing)
4. Your office

If you prefer to have your training on the island, we have a center there.