Critical Aspects of Effective Customer Service

Duration 1 day

Learning Objectives

  • To identify who is the customer (internal/external) and their role
  • The role of the customer service provider
  • The importance of establishing a holistic positive attitude
  • How to hear and meet the needs of the customer
  • How to provide customer service via different mediums (i.e. in person, over the phone, electronically)
  • How to recover difficult, dissatisfied, and angry customers
  • De-escalation techniques
  • How to use appropriate language along with sound conversation skills (i.e. pace, pitch, tempo)

Course Benefits

  • A better understanding of their customer
  • Strategies and ways to wow their customer
  • An appreciation of why first impressions count
  • An awareness of they manage conversations with customers

Target Audience

  • New and/or current front line staff and management would benefit from this course

Tel: 705-235-3211 ext. 2270