Perfecting the Art of Customer Service

B0-101
Customer service and support is truly the backbone of any business. It has the ability to make or break a customer’s experience and therefore impacts a company’s bottom line in many ways. Good customer service means more money. Happy Customers Spend More! In fact, seventy percent of buying experiences are based on the emotional experience of the customer and how he or she feels they are being treated. In this course, students will learn how to improve customer experiences in an engaging and interactive environment involving role-play, case studies, field trips, and more.
Course Description
Customer service and support is truly the backbone of any business. It has the ability to make or break a customer’s experience and therefore impacts a company’s bottom line in many ways. Good customer service means more money. Happy Customers Spend More! In fact, seventy percent of buying experiences are based on the emotional experience of the customer and how he or she feels they are being treated. In this course, students will learn how to improve customer experiences in an engaging and interactive environment involving role-play, case studies, field trips, and more.

Target Audience
Students pursuing career roles as Customer Service Representatives, Receptionist, Front Office 
workers, Salespeople, Service Industry workers.

Prerequisites
Basic English, Reading & Writing skills.

Course Topics
  • Introduction to Customer Service
  • Customer Service: Communication Skills
  • Customer Analysis: Knowing your Customer
  • Calming Upset Customers
  • Telephone Customer Service
  • Internet Customer Skills
  • Time Management Strategies
  • Stress Management Strategies
  • Building a Customer-Focused Culture
 

Program

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