This one-day customer service training provides an opportunity for the participant to develop his or her knowledge, skills and competence in customer service, delight the customer, and improve the customer experience.
At the end of the one-day training, the participant will be able to:
Explain the concepts and principles of customer service excellence
List key steps in positive and friendly customer service attitude
Describe components of effective verbal and written communication with internal and external customers
Adapt own behaviour to make a good customer service impression
Work in a customer-friendly way to handle and solve customer problems
Produce a development action plan for continuing development
Aim and learning outcomes
Context and concepts of customer service excellence
Customer service principles and policy
Models of customer service
Customer service standards and benchmarking
Methods of identifying customer requirements and expectations
Employees and managers responsibilities for customer service
Communication process and personal effectiveness
Handling and managing customer requests and
Monitoring service standards and improving customer experience
Summary and action planning
Course Attendance Certificate
Duration and Time
1 day course, 9.30am - 4.30pm
Who can benefit from this training?
Anyone who needs to develop practical knowledge, skills, styles, strategies, and techniques to improve the customer experience.
The training course takes a blended learning approach and the training methods reflect all learning styles. There are interactive learning activities, quiz, presentations, self-assessment questionnaire, individual and group-work, facilitation, and discussions.
Mode of delivery
This course is delivered (1) in-house; (2) training venue; (3) Virtual training room