Discover the critical techniques for delivering outstanding customer service, a key element that can significantly increase your business's success. This comprehensive course delves deep into the proven strategies for enhancing service delivery, ensuring customer loyalty, and fostering positive customer relationships.

Dealing with angry and abusive customers can be daunting. Equip yourself with the skills and strategies to deftly handle such situations, ensuring customer satisfaction while maintaining a professional demeanor. Learn to turn challenging interactions into opportunities for growth and improved service, setting your business apart in today's competitive market.

Certificate

All participants will receive a Certificate of Completion from Tertiary Courses after achieved at least 75% attendance.

Funding and Grant

HRD Corp Claimable Course for Employers Registered with HRD Corp

Course Code: M571

LU1 Customer’s Needs and Feedback 

Topic 1: Who We Are and What We Do – Understanding Customers & Customer Service

• Who Are Customers? (internal/external)

• What is Customer Service?

• Who Are Customer Service Providers?

Topic 2: Establishing Your Attitude

• Appearance Counts!

• The Power of a Smile

• Staying Energized

• Staying Positive

Topic 3: Identifying and Addressing The Customer’s Needs

• Understanding the Customer’s Problem

• Staying Outside the Box

• Meeting Basic Needs

• Going the Extra Mile

Topic 4: In-Person Customer Service (Face to Face)

• Dealing With At-Your-Desk Requests

• The Advantages and Disadvantages of In-Person Communication

• Using Body Language to Your Advantage

Topic 5: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication

• Telephone Etiquette

• Tips and Tricks

Topic 6: Providing Customer Service via Email

• The Advantages and Disadvantages of Email Communication

• Understanding Netiquette

• Tips and Tricks

• Examples: Chat or e-mail

LU2 Improving Customer’s Needs Based on Feedback

Topic 7: Generating Return Business with Better Customer Service

• Following Up from Customer Feedback

• Addressing Customer Complaints

• Turning Difficult Customers Around

Topic 8: Recovering Difficult Customers

• De-Escalating Anger

• Establishing Common Ground

• Setting Your Limits

• Managing Your Own Emotions

Topic 9: Understanding When to Escalate

• Dealing with Vulgarity

• Coping with Insults

• Dealing with Legal and Physical Threats