Customer Service Fundamentals Courseware
Unlock Exceptional Customer Service Skills with Our “Customer Service Fundamentals” Courseware!
About this Course
Are you ready to elevate your customer service game? Whether you’re new to the field or looking to sharpen your skills, our Customer Service Fundamentals courseware is designed to equip you with the essential tools to deliver outstanding service every time. Learn how to handle customer inquiries with confidence, resolve issues efficiently, and create positive, lasting impressions.
Perfect for professionals in any industry, this workbook will help you build strong relationships, improve communication, and boost customer satisfaction. Purchase now and start transforming your customer service approach!
Course Outline
Course Overview and Objectives
Details the structure and goals of the one-day workshop.
Focuses on essential skills, including questioning, communication, de-escalation, and stress management.
Session 1: Building Rapport and Trust
Covers the significance of establishing trust in team environments.
Includes activities such as trust-building exercises and experience-sharing discussions to promote connection.
Session 2: Questioning Techniques
Provides strategies for effective questioning to uncover customer needs.
Features a table outlining types of questions (open, closed, probing, leading) and associated activities.
Session 3: Communication Skills
Emphasizes verbal and non-verbal communication techniques to enhance customer interactions.
Includes role-playing exercises and a table highlighting non-verbal cues for effective communication.
Session 4: De-escalation Techniques
Explores strategies for managing difficult customer interactions through empathy, active listening, and collaborative problem-solving.
Features role-playing scenarios and a table summarizing de-escalation methods.
Session 5: Stress Management
Focuses on identifying stress triggers and exploring management techniques like mindfulness, physical activity, and time management.
Participants develop a personalized stress management plan to address workplace challenges.
Workshop Wrap-Up: Reflection and Action Planning
Encourages participants to consolidate their learning and create actionable plans for workplace application.
Includes templates for reflection and action planning, fostering accountability.
Interactive Activities Throughout the Workshop
Activities such as role-playing, group discussions, and scenario analyses promote hands-on learning.
Participants engage in creating tables, sharing experiences, and refining their customer service techniques.
Comprehensive Learning Materials and Support
The workshop provides detailed tables, templates, and exercises to support learning.
Participants leave with actionable insights and strategies to enhance customer service performance.
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Return or refund. As this is a downloadable product and you will have full access on download we do not provide a refund or return once delivered via email. Please contact our customer service for complaints as we will do our best to rectify.