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FTC25 - Customer Service Course

Becoming knowledgeable about customer service and positive about its purpose

The purpose of this training course is to understand what is meant by customer service and what the communication skills are, that impact on the customer. At the end of the course you will be knowledgeable about customer service, positive about its purpose and be able to demonstrate the critical skills of customer service when engaging with a customer.

The course encourages active learning through practical examples, skills practices, group discussions and individual workbooks.

Topics covered include:

1. DEFINING CUSTOMER SERVICES

- What is meant by Customer Service?
- The Purpose of Customer Service
2. UNDERSTANDING THE CUSTOMER

- Knowing the customer
- Dealing with expectations
- Results-oriented

3. MY OWN PRINCIPLES

- Honesty
- Availability
- Responsiveness

4. THE 10 COMMANDMENTS OF CUSTOMER SERVICE

- Critical behavioural commandments

5. COMMUNICATION SKILLS

- Effective Communication Skills
- Walk-in Customers
- Customers on the Telephone

6. TIME MANAGEMENT WITHIN A CUSTOMER SERVICE ENVIRONMENT

- Taking control of your time
- Prioritisation

Who should attend this course?
The Customer Service Course is suitable for leaders and managers at all levels

Course Fee: Upon request

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