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Customer Service Online Training (6 PDUs)

By: DexNova Consulting Limited

Lagos State, Nigeria

02 Aug - 02 Sep, 2016  2 month

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NGN 7,000

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. 

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Objectives

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools 
  • Deal with difficult customers

Course Outline

  • Module One: Getting Started 
  • Module Two: Who We Are and What We Do  
  • Module Three: Establishing Your Attitude 
  • Module Four: Identifying and Addressing Customer Needs 
  • Module Five: Generating Return Business 
  • Module Six: In-Person Customer Service 
  • Module Seven: Giving Customer Service over the Phone 
  • Module Eight: Providing Electronic Customer Service 
  • Module Nine: Recovering Difficult Customers 
  • Module Ten: Understanding When to Escalate 
  • Module Eleven: Ten Things You Can Do to WOW Customers Every Time 
  • Module Twelve: Wrapping Up 

Access Duration: 1 Month

PDUs Available: 6 PDUs

Online (1 month access) Aug 02 - 02 Sep, 2016
NGN 7,000.00(One off payment)
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