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INTERNATIONALCERTIFICATE

Customer ServiceProgram

Hours 30

Customer Service Program

The Customer Service Program will give

you the competitive advantage you need to

survive in a tough and increasingly

uncertain business climate. In today’s

customer oriented business environment,

“people skills” are critical for personal and

organizational success. How you handle

your customers can directly affect your

individual goals as well as your team’s and

company’s performance. This course gives

you the skills you need to communicate

professionalism, gain respect, enhance customer relationships and secure an

overall competitive advantage through customer service excellence.

ProgramSummary

Program Objective • Learn about the most

practical techniques of welcoming, greeting and forwarding visitors.

• Know the rules of personal etiquette, protocol and norm of dealing with others.

• Learn the skills of dealing with customver complaints, criticism, difficult situations and individuals and how to

use positivity in handling conflict.

• Discover means on how to keep visitors feel important, comfortable and satisfied with the services.

• Discover how communication with customers/ visitors can be used as an effective tool for promoting a company’s services.

• Understand the importance of caring for visitors as an essential element in a company’s success.

• Identify the visitor’s

needs, interests and expectations.

• Know the essential elements of human communication skills and the significance of emotional intelligence.

Customer Service Program

Customer Service Program

MODULE 1

MODULE 2

MODULE 3

• Characteristics of an effective sales coach • Difference between coaching, training and counseling• Managerial role in fulfilling the corporate sales mission

• Analyze your existing sales force• Develop your sales team profiles• Create an evaluation system and prepare for individual coaching sessions• Maximize your coaching time and increase the team’s ROI

• Joint pre-call planning for the coaching session • The role of the sales coach during the sales call• Post-call observations; evaluating the call and determining areas for

improvement

Programcontent