Duration: 3 to 21 training days
Delivery: In-person
About the Program
The Professional Customer Service program develops participants’ skills in delivering professional service that starts with understanding customer needs and ends with a consistent, excellent experience. It covers service fundamentals and behaviours, greeting, listening and questioning skills, handling requests and enquiries across channels, managing difficult situations and maintaining service quality under pressure.
Program Objectives
- Reinforce the concepts and behavioural standards of professional service.
- Develop greeting, listening and questioning skills.
- Master handling requests and enquiries accurately and quickly.
- Learn approaches for dealing with difficult customers.
- Maintain a consistent level of service in all circumstances.
What you will learn
- Welcome the customer and create a positive impression from the first moment.
- Identify the customer’s need accurately through questions and listening.
- Complete the request or route it to the right party and follow up.
- Handle objections and complaints calmly and professionally.
- Close the interaction in a way that strengthens customer satisfaction.
Customer Service Courses