Customer Service Skills- Two Days WorkShop

Course Overview

Two day workshop. Highly interactive, with discussion, lecture, self-assessments, learning activities and role plays. Recommended for any employee who has customer contact: Customer Service Representatives, inside sales reps, receptionists, technical help desk agents.

KEY TOPICS:

  1. Benefits of excellent customer service.
  2. Financial rationale of excellent customer service.
  3. Clarify individual's role in customer interactions.
  4. Activate powerful internal customer service.
  5. Assess individual Customer Quotient.
  6. Understand the importance of attitude.
  7. Establish a powerful first impression.
  8. Gaining customer trust and rapport.
  9. Telephone etiquette.
  10. Listening skills.
  11. Learn to apply the principles of emotional intelligence.
  12. Dealing successfully with difficult customers.
  13. Handling emotions on the job.
  14. Defusing angry and abusive customers.
  15. Resolving complaints.
  16. Creating customer loyalty.
  17. Ensure repeat business.

BENEFITS:

  1. Identify ways to improve customer service.
  2. Win customer loyalty.
  3. Reduce stress and anxiety level.
  4. Deal positively with angry customers.
  5. Reduce miscommunication.
  6. Handle conflict professionally.
  7. Turn complaints into increased business.
  8. Identify internal problems which cost customer loyalty.

Other Information

Cost: $2199 + HST
Duration: 2 Days (10 am to 5 pm with one hour lunch break)
Class Size: 1-3 participants
Registration Deadline: 4 weeks from first day of workshop We offer a 10% discount for each additional participant.

Payment Options:

  1. Individuals wishing to pay through Visa/Mastercard/Amex can call us at 647-748-7770
  2. For organizations wishing to pay through a company cheque, please request an Invoice and mail a cheque pay able to " 1437467 Ontario Inc" and mail to: 4789 Yonge Street, Suite 1014, North York, ON M2N 0G3

For More information please call us at 1-647-748-7770 or Email us at: support@train4career.net