Training Duration: 3 Days / 18 Hrs
• Introduction to the Training:
– In today’s dynamic business landscape, delivering customer service with excellence and etiquette is a critical factor that directly influences a company’s success.
– This training program is carefully designed to provide participants with the essential skills, knowledge, and practical strategies to achieve customer service excellence.
– Over the course of three days, participants will explore foundational principles, practical approaches, and advanced techniques in managing customer service with professionalism and empathy.
– The program includes interactive discussions, hands-on activities, and real-life simulations to ensure practical application of learned concepts.
• Training Outlines:
– Introduction to Customer Etiquette
– Customer Expectations and Needs
– Effective Communication Skills
– Building Rapport and Empathy
– Implementing Customer Service Strategies
– Customer Journey Mapping
– Problem Resolution and Conflict Management
– Customer Service Technologies
– Team Building and Collaboration
– Customer Feedback and Continuous Improvement
– Leadership in Customer Service
– Metrics and Key Performance Indicators (KPIs)
• Training Objectives:
– Understand the fundamental concepts of customer service and their impact on business success
– Identify customer expectations and needs to develop a customer-centric mindset
– Enhance verbal and non-verbal communication skills for effective customer interactions
– Cultivate empathy and apply practical methods to build rapport with customers
– Analyze and create effective customer journey maps to improve service experiences
– Handle customer complaints and resolve conflicts with a customer-first approach
– Manage and utilize customer service tools and technologies to enhance service delivery
– Emphasize the role of teamwork in achieving customer service excellence
– Evaluate customer feedback and use it as a tool for continuous improvement
– Develop leadership capabilities to champion a customer-focused culture
– Apply customer service metrics and KPIs to monitor and improve performance
• Who Should Attend:
– Customer service professionals and team leaders
– Frontline staff and client-facing employees
– Customer experience managers
– Department heads overseeing service operations
– Any professional engaged in customer interaction or service delivery
• Why Attend:
– To master the etiquette and behaviors that define outstanding customer service
– To strengthen customer relationships through empathy, rapport, and clear communication
– To understand and map the customer journey for a seamless service experience
– To effectively manage customer issues and promote service recovery
– To integrate leadership, teamwork, and feedback for continuous service enhancement
