Customer Service & Complaint Handling

This customer service course is for anyone who is in a front-line position with direct customer contact. A customer’s impression of any company is founded on how the front-line staff handle the initial moment of contact. This customer service training course will provide you with the essential skills for dealing with customers. You will learn how to deliver superior customer service and gain a greater understanding of customer needs and expectations, the confidence to deal with any given situation in a professional and personal way and practical knowledge of how to provide answers, relate, control and close every customer transaction.

Duration: 1 Day
Contact Hours: 4

• Understand the benefits of creating and presenting a professional image
• Learn communication skills; listening, questioning, verifying and explaining
• Acquire practical skills in the service transaction
• Develop confidence and basic assertiveness
• Build customer care skills
• Build skills in managing difficult difficult customers.
• Turning complaints into opportunities.

• Benefits of creating and presenting a professional image.
• The essential communication skills of listening, questioning, verifying and explaining.
• Step-by-step procedures for conducting a customer service transaction.
• Strategies in building confidence and basic assertiveness.
• Concepts to create adaptable customer care skills.
• Handling difficult customer situations in a positive manner.
• Turning complaints into opportunities.