CSE101 Customer Service Essentials

Regardless of the kind of product or service you offer, or the type of business model that you have, good customer service must be at the heart of every organization. This is because customers are the lifeblood of every business and without them your business will not survive. Good customer service builds trust and loyalty, and sustains relationships. It gives you a competitive edge and makes you memorable. No matter how amazing you believe your product or service is, your business will be nothing if your customers complain about the interactions with you and your company. Good customer service is therefore critical to any business, which makes this makes this our first course in our Customer Service Excellence Series a very important one. 

 

This course will help participants build on their customer service delivery skills. It will teach participants how to give not just “good” or “average” service but great and consistent customer service and care.

Course Objectives: On completion, you will be able to:

  • Understand the meaning of customer service
  • Understand the importance of good customer service
  • Understand the link between good communication and effective customer service
  • Understand the various types of communication
  • Understand better your communication style and how this impacts on your customer service skills, and on customer satisfaction
  • Gain invaluable insights into the workings of the customer’s mind; how influence works and understand the science of persuasion
  • Listening and respond more effectively
  • Increase your face-to-face, over the phone, and email customer service skills
  • Build appropriate levels of rapport
  • Deal better with challenging customers
  • Handle complaints more effectively

Methods of delivery will include Interactive exercises including group discussions, role-plays, and case study examples which will include the use of video files. 

Fee: Le 2,500,000 per person.

5% Discount for Women. Additional 5% Discount for Groups of 10+

Who should attend this course?

Customer service professionals, managers, quality management personnel, brand managers, entrepreneurs looking to out-compete their competition, all specialists responsible for building and sustaining their company’s reputation for customer service excellence, and marketing professionals looking to gain and maintain a compelling strategic edge.

Registration:             Participants will be required to register through our website www.fbs.edu.sl/cse101 for the course and are expected to attend all classes to be eligible to receive a Certificate.

Dates:                    9th – 11th October 2019

Sessions:            Wednesdays, Fridays (6:00pm to 8:00pm), Saturdays (12:00pm to 2:00pm)
Venue:                  Lacs Villa, 3A & 9 Cantonment Road, off Kingharman Road

Fee:                       Le2,500,000 per person. 5% Discount for Women. Additional 5% Discount for Groups of 10+