Mastering Service Excellence
About This Course
Customer service training is crucial for businesses aiming to boost customer satisfaction and retention. A strong training program addresses key service gaps that impact loyalty, as over 50% of consumers will switch to a competitor after one bad experience. Equipping employees with skills to meet customer needs reduces churn, while projecting professionalism builds trust. Effective communication enhances interactions and minimizes misunderstandings, while personalized customer experiences foster loyalty. Managing feedback demonstrates value for customer opinions. In summary, comprehensive training improves service quality and drives business success. This course suits customer-facing roles, enhancing skills for both new hires and experienced staff, and benefits organizations seeking better service outcomes.
What You'll Learn
1. Define customers and their needs and expectations.
2. Demonstrate a professional image and persona that positively impacts the organization.
3. Apply effective verbal and non-verbal communication skills when interacting with customers, based on key principles of effective communication.
4. Demonstrate the qualities of a service professional by providing personalized service and exceeding customer expectations.
5. Report feedback to enhance the customer experience.
Entry Requirements
Possess secondary school level education and above;
Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ framework) Workplace Literacy (WPL) Level 3;