Professional Customer Service

Cultivating an Energetic Service Attitude

Professional Customer Service begins with an energetic service attitude. This course focuses on professionalism and the passion to deliver. Develop the ability to speak the customer's language, create a positive impression of your company and provide great customer service.

Course Duration: one day

Course Outline:

Unit 1: The Fundamentals of Business Communication

• Importance of open communication
• Verbal vs. non-verbal communication
• Understanding different communication styles
• Improving your language skills
• Active listening
• Questioning skills
• Telephone etiquette
  - A professional voice
  - Greetings
  - Tactful response
  - Transferring calls
  - Messages

Unit 2: The Dynamics of Professional Customer Service

• The need for customer service
• The Service Attitude
• The benefits of great customer service
• Understanding customer's needs
• Understanding customer's perceptions

Unit 3: Mastering Customer Service Communication

• Business etiquette and protocols
• Business letter and email formats
• Developing an effective writing style

Unit 4: Strategies to Deal with Difficult Customers

• The best way to handle difficult customers
• Techniques that can be used to reduce customer service stress
• Delivering and receiving constructive feedback
  
  

Accreditation

Ingwe Corporate Training is an accredited provider with the Services SETA (SETQAA Decision number 1994). Courses are aligned to current unit standards.