COR 595 - Customer Service Excellence
Course Description
Customer service staff are the backbone of any successful business. They play a pivotal role in fostering long-lasting relationships with customers. Every interaction—face-to-face, over the phone, or via email—can strengthen or weaken these relationships.
In today's competitive market, having a great product or service is just the beginning. Customers now expect exceptional service, and delivering on these expectations can set your business apart.
This training will equip your customer service team with the skills to manage demanding customers, resolve conflicts, and enhance communication. Through a combination of interactive activities, role-playing scenarios, and tailored case studies, participants will gain practical experience and confidence in providing outstanding customer service.
Course Details
Upon the completion of this course, successful students will be able to:
- Recognize the importance of voice tone, word choice, and body language in diffusing emotionally charged situations.
- Identify different communication styles, including active listening, paraphrasing and mirroring.
- Assess strategies for proactively managing conflicts and handling demanding customers.
- Evaluate the effectiveness of different communication techniques in customer interaction.
Topics of Instruction
- Communication styles and techniques
- Handling Difficult Customers