Loading

Customer Services

Customer Services

Customer Relationship Management Fundamentals

Who Should Attend:

Customer-facing professionals
Customer Relationship Supervisors & Managers
Section head & Middle Managers
Customer Service team members


Course Objectives:

  • Identify the loop-holes between excellent customer care within the organisational strategy and hierarchy
  • What outstanding customer service comprises of
  • Planning a complete framework to ensure customer care standards are met with
  • Explore in detail the leadership qualities required to develop a customer-oriented team
  • How customer complaints and grievances are critical to every organisations growth and development
  • To always be a step ahead of your customers’ requirements; ‘over deliver and under-promise’ attitude
  • Ways to make your customer feel important
  • Study ways to overcome roadblocks that are in between your service and the customers’ expectations
  • Ways to say no positively deal with impractical expectations without upsetting and offending the client
  • Self-evaluation techniques to assess your performance during every stage of customer care.
Customer Service Excellence

Who Should Attend:

Sections Heads & Middle Managers
Customer Service Team Leaders
Customer-facing Team Members


Course Objectives:

  • An overview of what 'customer service excellence' means to you and your customers
  • Understand how Emotional Intelligence (EQ) can give you a customer service edge
  • Identify personal strengths and blind spots and how they impact your customers
  • Explore reasons for spending more on valuable customers (no more one-size-fits-all)
  • Learn how to motivate and maintain morale in front-line customer service teams
  • Identify EQ best practices for managing different situations, including complaints
  • Learn how to measure how well customer service objectives are being achieved
  • Confirm how the EQ approach can lead to long and profitable customer relationships.
Defuse Your Angry Customers – Active Learning through Role Play Sessions

Who Should Attend:

All Customer-facing Business Professionals


Course Objectives:

  • Understand the Psychology of “Why”, “When” and “How” customers get angry
  • Recognise situations that can cause frustration for customers, and seek ways to minimise the issues
  • Realise the importance of maintaining a good emotional state when dealing with angry clients
  • Develop awareness of how to objectively assess the situation and separate the customer from their behaviours
  • Master four easy-to-use strategies to always calm down an angry client
  • Understand the importance of both verbal and non-verbal communication in tough situations
  • Learn to regain control of the conversation if the customer uses bitter or abusive language
  • Become aware of how “Excuses” can further escalate the situation.
Internal Customer Service Excellence

Who Should Attend:

Sections Heads & Middle Managers
Team Leaders & Team Members


Course Objectives:

  • Gain a clear picture of internal service relationship
  • Confirm how customer service excellence can lead to long and profitable “Client” relationships
  • Learn how to make every interaction with customers a positive experience
  • Identify VAK personality types and discover your own
  • Identify best practices for managing different types of customers
  • Learn how to build rapport and increase communication effectiveness
  • Develop listening skills to learn and understand your internal customer's needs
  • Learn new tools and techniques for Customer Service excellence on the phone and through emails.
Perfecting Your Telephone Skills

Who Should Attend:

Tele-sales professionals
Call Centre Staff
Professionals seeking to improve their telephone etiquettes
Staff members who directly or indirectly communicate with internal/external customers


Course Objectives:

  • The importance of telephone manners and its relevance to the organisations standing and repute
  • Practicing the relevant key skills required to be an efficient, cooperative and empathising caller through superb listening skills
  • The significance of worthwhile and relevant questioning during a call
  • Master easy-to-use strategies to calm down an angry customer
  • Understand the importance of both verbal and non-verbal communication in tough situations
  • A firm grasp on the skills required for outstanding telephone etiquettes
  • Understand the right tone of voice, pitch and style of communicating to use during each telephone conversation.