Overview

Bad customer service has a huge impact on your customers and colleagues, but with this course you'll gain the knowledge necessary to start practising excellent service straight away. You'll learn the basics of good service, such as listening and clarifying, preparedness, efficiency and professionalism, and tactics for dealing with customers when they are unhappy or angry.

Objectives

• Understand why customer service is important, and the main reasons for customer dissatisfaction
• Explain the importance of a customer service culture
• Describe what constitutes good and bad service
• Demonstrate how to deal with unhappy or angry customers
• Explain how to give good customer service over the phone

Audience

This course is for every working professional, whether in a traditional 'customer service' role or not, as the principles of customer service can be applied to all areas of work. Regardless of the job you do or the type of organisation you work for, this course will show you how to deal with unhappy customers and how to provide an excellent service.