This course is designed for front-line professionals and emerging supervisors who regularly interact with customers, either face-to-face or through phone, chat, and email channels.
This instructor-led interactive course focuses on customer service skill development. Participants will examine customer service techniques, discuss verbal and body language, and have group activities to simulate real-life customer service situations to help them understand what constitutes good customer service. After this course, students will have the beginning tools to help them manage good customer service.
By the end of this course, participants will be able to:
- Explain fundamental principles of customer service and relate them to common workplace scenarios.
- Analyze customer interactions using verbal cues, vocal tone, and body language to distinguish positive from negative service behaviors.
- Generate a minimum of three viable solutions to complex, real-world customer service challenges through structured peer collaboration.
- Identify key barriers to excellent service and outline specific actions they can take to reduce or eliminate each barrier.
- Employ positive service language to preserve customer satisfaction when needs cannot be fully met.
- Differentiate appropriate from inappropriate nonverbal behaviors when interacting with customers.
- Apply proven de-escalation techniques to defuse angry customers and restore constructive dialogue.
