Excel in Customer Service (14 hrs)

Course Code: CX-EXCS-01

The service level and professionalism of your customer service team creates a strong and memorable impression of your organisation to the customers. This course imparts foundational knowledge and skills to enable participants to deliver a high level of customer service. It will help participants to understand the importance of customer service and their roles in the customer service process.

  • Understand the importance of customers
  • Practise verbal and non-verbal skills of good customer service
  • Learn how to overcome potential communication barriers
  • Handle difficult situations and customers professionally
  • Understand basic human relations skills
  • Demonstrate competence in mastering key behaviours in customer service
  • Customers of today
  • Benefits of improving customer service
  • Effective communication
  • Basic telephone skills
  • Dealing with difficult customers
  • Attitudes and role perception
  • How to maintain excellent customer relations
  • Establishing your own trademark of service excellence
  • Human relations skills

Participants will learn through role plays, video presentations and group exercises.

This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $400.00
Nett Fee Incl. 7% GST : $428.00

Key Benefits
  • Understand the importance of customers
  • Practise verbal and non-verbal skills of good customer service
  • Learn how to overcome potential communication barriers
  • Handle difficult situations and customers professionally
  • Understand basic human relations skills
  • Demonstrate competence in mastering key behaviours in customer service
Course Contents
  • Customers of today
  • Benefits of improving customer service
  • Effective communication
  • Basic telephone skills
  • Dealing with difficult customers
  • Attitudes and role perception
  • How to maintain excellent customer relations
  • Establishing your own trademark of service excellence
  • Human relations skills
Learning Methodology

Participants will learn through role plays, video presentations and group exercises.

Who Should Attend

This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.

Course Details

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $400.00
Nett Fee Incl. 7% GST : $428.00

Course Application

Details Registration
February 10, 2020 - February 11, 2020 (9:00 am - 5:00 pm) Closed
August 24, 2020 - August 25, 2020 (9:00 am - 5:00 pm) Register Now
November 23, 2020 - November 24, 2020 (9:00 am - 5:00 pm) Register Now