Customer Service: Critical Elements

Pan Africa Skills & Consulting Ltd
Online study mode
Brunei House, 3rd Floor I Witu Road off Lusaka Road P.O. Box 16481 - 00100 Nairobi, Kenya
4 weeks
Jun 19 - Jun 19 2020

Course Description

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition. 

Course Intake: Ongoing!

Course Outline

  • What is Customer Service?
  • Who Are Your Customers?
  • Meeting Expectations
  • Setting Goals and Targets
  • The Second Critical Element – Defined in Your Organization 
  • The Third Critical Element – Given Life by the Employees
  • Communication Skills
  • Telephone Techniques
  • Dealing with Difficult Callers
  • Dealing with Challenges Assertively
  • Dealing with Difficult People
  • Dealing with Conflict
  • The Fourth Critical Element – Be a Problem Solver 
  • Seven Steps to Customer Problem Solving
  • The Fifth Critical Element – Measure It
  • Dealing with Stress

Career Outcomes

At the end of this course, you will be able to:
  • Demonstrate a customer service approach 
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service 

Price: USD 275

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