This course is designed to give participants the communication skills, negotiation strategies, and customer service best practices they require to take their organisation from good to great. It teaches customer service professionals critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles. By providing excellent customer service, you can offset the effect of higher prices by offering a better customer experience. Employees who are properly trained and demonstrate professional customer service skills can significantly improve customer satisfaction and brand loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.
What you’ll learn
- An appreciation for the importance of customer service excellence
- Best Practices of world-class customer service providers
- Enhanced leadership and communication skills
- Increased confidence to work professionally with difficult or upset customers
- The insight to adjust your temperament style to become more versatile, adaptable and highly successful
- Improved time management and goal setting skills to increase productivity
Requirements
Candidates must;
- Be proficient in English Language.
- Have access to either a computer or smartphone with internet connectivity.
- Be equipped with quality webcam and headphones.
Duration & Fees
- Regular – 8 Weeks – ₦170,000
- Fast-Track – 6 Weeks – ₦255,000
Program Dates
- August – October, 2024
- October – December, 2024
- February – April, 2025
- May – July, 2025
Curriculum
- 5 Sections
- 27 Lessons
- 10
- Module 1: Enhancing Your Customer Service Communication Skills5
- 1.1Active Listening and Questioning Skills to Identify a Customer’s Expectations
- 1.2Body Language: How to Read Your Customer Like a Book
- 1.3Working with Aggressive, Expressive, Passive and Analytical Customers
- 1.4Telephone Tips to Promote a Professional Image
- 1.5The Do’s and Don’ts of Written Communication
- Module 2: Building the Foundation for Achieving Customer Service Excellence6
- 2.1The 7 Customer Service Expectations
- 2.2Measuring Internal and External Customer Service Satisfaction
- 2.3How to Use Customer Service to Increase Sales
- 2.4“Going the Extra Mile” to Promote Customer Service Excellence
- 2.5Using Social Media to enhance Customer Service
- 2.6Protecting your Organisation’s Online Reputation
- Module 3: Service Recovery: Handling Complaints and Upset Customers5
- Module 4: Principles of Persuasion and Professional Negotiation Strategies6
- Module 5: Focusing on Customer Service Excellence and Continuous Improvement5
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