Effective Customer Service Training


While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This, therefore, calls for the need to lead, model and promote organizational values within a customer service environment to enhance competitive advantage. The roles played by call centres in facilitating great customer experience are invaluable. Whether we choose to embrace them or can stand being interrupted by their calls, calls centres are a business element that is here to stay. This training was designed around six critical elements of customer service.


Course Outline

MODULE ONE- Critical Element of Customer Service

  • What is customer service? Who are your customers?
  • Meeting expectation
  • Setting goals
  • Communication skills and telephone techniques
  • Dealing with difficult customers and people
  • Dealing with challenges assertively
  • Dealing with stress
  • The first critical element: A customer service focus
  • The second critical element: Defined in your organization
  • The third critical element: Given life by employees
  • The fourth critical element: Be a problem solver
  • The fifth critical element: Measure it
  • The sixth critical element: Reinforce it


MODULE TWO- Sales and Customer ServiceĀ  Training for Call Centre Agents

  • Verbal communication techniques
  • Who are your customers?
  • Listening skill
  • Asking the right questions and saying NO
  • Taking messages and using voice mail effectively
  • Vocal exercises
  • Cold and warm calls, including developing a script
  • Going above and beyond high impact moments
  • Handling objections and closing the sales
  • Negotiation techniques
  • Tips for handling challenging callers
  • Phone tag and getting the callback
  • Stress-busting
  • Call centre trends

MODULE THREE- Managing Customer Service

  • The six critical elements of customer service
  • Understanding leadership
  • Managing Performance
  • Onboarding and orientation
  • Five practices of leadership

Learning Objectives

At the end of the training program, participants will be able to:

  • Identify ways to establish links between excellence in customer service and business practices and policies
  • Develop the skills and practices that are essential elements of a customer service focused manager
  • Develop vocal techniques that enhance speech and communication ability
  • Understand how their behaviour affects the behaviours of others; and
  • Apply techniques to deal with difficult customers.


Who Should Attend

Call Centre Agents,

Relationship Managers,

Field Service Representatives,

Front Desk Agents and

Customer Service Executives


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