Course Overview

In today’s extremely competitive business environment, having any advantage over your competitor is not only useful but also essential if you want your business to survive and grow – and one of the most  advantages your business can have is a team well trained in Customer Service. This course outline covers key topics related to customer service excellence, including understanding customer needs, communication strategies, creating a customer-focused culture, and going above and beyond to provide exceptional service. By following this outline, participants will gain valuable skills and knowledge that will help them provide amazing customer experiences.

Program Outcomes

Upon successful completion of this course, the delegates will be able to apply the generally recognized practices of project management acknowledged internationally to successfully manage projects. They will learn to:

• Program Outcomes
• Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom-line profits.
• Build a customer focused culture.
• Lead customer service performance and professionalism in their organization.
• Improve business performance and the customer’s experience.
• Develop a sense of teamwork and highly motivated staff.
• Nurture and improve internal service standards.
• The learners will be able to build stronger, more productive relationships with clients.
• Reduce customer negative feelings.
• The staff will gain an awareness Customer service techniques and best practices.
• The team will develop healthier relationships with clients.
• The training will Promote organizational skills among the employees and save the organization’s resources in terms of time and reduce wastage.
• The training will develop a system of accountability and responsibility within the organization.
• Improvement in organizational revenues because of happier clients.
• Take away training material for future reference by the students after the training is completed.

Your Advantage

• Friendly pricing.
• Flexible & Customizable Training Schedule (16 hrs – VILT or ILT).
• Pre- Classroom Preparation Content & Training Material availed to students for reference.
• Accredited, Approved and Recognized as a training organization.
• Participatory & Interactive methods with practical Case studies.
• Accredited, Approved and Recognized as a training organization and education provider (Our programs are also NITA accredited).
• Consistent and high-quality training delivery customized to your specific industry with relevant
  examples and case studies.
• Industry Expert Instructors, Regularly Updated Content.
• Case studies, Simulations & real-life work situations / Activity-based small group discussions/ Role-play / Modelling and demonstration/ Problem solving sessions.
• You will receive a Certificate on completion of the program.

Course Syllabus

Module 1: Introduction to Customer Service Excellence  

• What is Customer Service Excellence?
• Customer Service Concepts
• The importance of Customer Service Excellence for organizations.
• Key skills and attitudes needed for Customer Service Excellence

Module 2: Understanding Customer Needs

• Identifying customer expectations
• Understanding different customer types & needs
• Dealing with challenging customers and situations
• Advanced techniques for building customer rapport

Module 3: Effective Communication Strategies

• Effective verbal and nonverbal communication
• Active listening skills
• Overcoming communication barriers
• Customer-friendly language
• Leveraging technology for customer service

Module 4: Creating a Customer-Centric Culture

• The role of employees in customer service
• Empowering employees to provide customer service excellence.
• Building a customer-focused environment
• Empowering employees to provide advanced customer service
• Identifying and responding to customer pain points
• Measuring customer satisfaction & Rewarding employee excellence

Module 5: Tools and Techniques for Exceptional Service

• Problem-solving techniques
• Advanced methods for handling complaints and feedback
• Advanced time management for customer service
• Improving customer service through technology

Module 6: Going Above and Beyond

• Adding personal touches to customer service
• Delighting customers & Taking customer service from exceptional to extraordinary
• Building long-term relationships with customers
• Crearting memorable customer experiences

Module 7: Implementing a Customer Service Improvement Plan

• Recap and Evaluation of the course
• Identifying areas for improvement in customer service
• Action planning for improving customer service.
• Measuring the success of a customer service improvement plan
• Continuous improvement in customer service

This course can be customized to fit the specific needs of the attendees and the company or industry they operate in.

Why KnowledgeSpace Training and Consulting?

• Modern Learning Management System: Our cloud-based device-enabled learning platform supports self-paced, mentor guided, and instructor led learning.
• Strong Partnerships: We have strategic Partnerships with renowned international organizations for unrivalled training platforms and content.
• Modern Delivery Methodology: Enhanced course delivery techniques comprising of: Assessments, test preps, Labs, Instructor led training, Self-paced online Training and Blended Solutions
• Practical Courses: Courses and labs complete with Pre-Assessments, Exercises, Flashcards, Quizzes, and Post Assessments. Our Hands-on labs are virtual and live environments where students learn by doing.
• Customer Centricity: We listen to you. You are at the epicenter of what we do. Therefore, you ultimately determine the services you receive from us. We have maintained a Customer Satisfaction rating of 99%. This is a testament to the quality of courses that we deliver.
• Certified Training Experts: Our training team consists of Certified industry experts who facilitate your learning experience.

Career Prospects

Below are some of the career options for a delegate taking this course:

• Customer Service Representative
• Sales Representative
• Technical Support Specialist
• Marketing Coordinator
• Retail Associate or Manager
• Hospitality Worker (e.g., Hotel Manager, Rest aurant Server)
• Patient Care Coordinator (in healthcare)
• Travel Agent
• Financial Advisor
• Social Media Manager/Customer Engagement Specialist

Prerequisites

There are no prerequisites for t his course. One needs to have an interest in customer service.

FAQs

• Accreditation: All our courses are accredited by the respective certification organizations.
• Completion Certificate: Yes, we provide a Course Completion Certificate for all training courses.
• Group Discounts: We offer group discounts—reach out to us at hello@kspacetc.com to inquire.
• Course Clarifications: Our expert trainers are available to help with any course-related questions. Contact us at hello@Kspacetc.com.
• After Enrollment: You’ll receive course access credentials via email within 24 hours of purchase.
• In-House/Corporate Training: Yes, we deliver in-house and corporate training. Inquire at hello@Kspacetc.com.
• Customized Training: Our subject matter experts can customize existing courses or create new ones based on your company’s needs.
• Delivery Methods: Choose from online on-demand, virtual instructor-led, classroom, or onsite/corporate training.
• More Questions? Feel free to reach out to us at hello@Kspacetc.com for any additional queries.