Advanced Customer Service Training Course

Details

This advanced customer service training course covers in-depth customer service principles, sophisticated communication techniques, and innovative strategies for handling complex situations. Participants will engage in immersive activities, role-plays, and group discussions to further develop and refine their customer service skills.

Target Group

This course is designed for customer service professionals, team leads, supervisors, and managers with existing experience in customer service, who are seeking to elevate their skills and provide exceptional customer experiences.

Customer service professionals, team leads, supervisors, and managers from various industries, including retail, hospitality, healthcare, banking, and telecommunications.

Goals

• Gain a comprehensive understanding of advanced customer service principles and best practices.
• Enhance interpersonal communication skills for effective customer interactions.
• Develop advanced problem-solving techniques to address challenging customer service situations.
• Learn strategies for managing customer expectations and building lasting relationships.
• Cultivate a customer-centric mindset to drive continuous improvement in service quality.
• Evaluate customer feedback and identify areas for improvement in service delivery.

Target Competencies

• Advanced communication skills
• Conflict resolution
• Empathy and emotional intelligence
• Critical thinking and problem-solving
• Customer relationship management
• Adaptability and resilience

Outlines

Advanced Customer Service Principles

• The psychology of customer service
• The role of emotional intelligence in customer interactions
• Building a customer-centric culture within an organization
• The relationship between customer service and brand loyalty
• Developing a service recovery strategy

Enhancing Communication Skills

• Active listening and empathetic communication
• Non-verbal communication techniques
• Communicating effectively across diverse cultures
• Persuasion and negotiation strategies
• Assertiveness and setting boundaries