Customer Service (ICM)

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About Course

The aim of this course is to;
• Highlight the importance of customer service standards and their impact on a customer’s experience.
• Help you and/or your team think in a customer-centric way.
• Explain customer service language and its importance in communicating with customers.
• Prepare you and/ or your group to handle demanding customers and difficult situations.
• Offer suggestions for managing service-related stress.

What Will You Learn?

  • Describe exceptional customer service.
  • Identify the benefits of great customer service.
  • Recognize barriers to the delivery of outstanding customer service.
  • Adapt to specific customer behavior styles.
  • Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
  • Use techniques for dealing with angry or upset customers.
  • Develop a personal action plan to improve customer-service skills.

Course Content

What is Customer Service?
What is Customer Service?

  • Cost of losing a customer
    00:00
  • Customer attributes
  • Importance of customer service
  • Understanding customer satisfaction
  • Five needs of every customer
  • Internal and external customers
  • Excellent customer service

Challenges of Customer Service
Challenges of Customer Service

Problem Solving
Problem Solving

Strategy and Formulating a Plan for Success
Strategy and Formulating a Plan for Success

Empowerment
Empowerment

Communications in Customer Service
Communications in Customer Service

Coping with Challenging Customers
Coping with Challenging Customers

Motivation
Motivation

Leadership in Customer Service
Leadership in Customer Service

Customer Retention and Measurement of Satisfaction
Customer Retention and Measurement of Satisfaction

Technology and Customer Service
Technology and Customer Service

Excellence in Customer Service
Excellence in Customer Service

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