Training Description

Customer service is vital to the ongoing success of a company. Customer’s needs, wants and attitudes change very quickly. It is important for companies to be continually changing and evaluating their customer service in order to meet these ever changing trends. Customer service is not merely customer relations or how nice frontline workers are to customers, rather, it is satisfying or even delighting customers; this should be the goal of excellent customer service. Customers for different types of services have different needs, customer service strategies will differ and must be tailored to the target customer.

Who Should Attend?

This course is designed and suited for any employee in the company that wishes to better their customer service.

Training Objectives

  • To explain what customer service means in relation to internal & external customers
  • To provide excellent service to all customers
  • To recognize the needs and expectations of a customer
  • Understand when to escalate
  • To consistently create a good impression for yourself and your company
  • Get a clear focus on improving your company’s business performance through better customer retention
  • Identify clear areas of improvement for your customer care team
  • Adopt a ‘customer-centric’ approach that will enable you to fulfill your customers’ individual needs
  • Have a better understanding of the detailed issues involved in providing top quality customer care to your customers

Training Duration: 2 days

Training Program

DAY 1:                      

0830 – 0900

Registration & Coffee

0900 – 0930

Welcome & Introduction

0930 – 1030

What is Customer Service

  • Who are your Customers? (Internal/External)
  • Who are the Customers Service Provider
  • When & Where Does Customer Service Takes Place
  • The Need for Customer Service
  • Unpleasant & Satisfying Experience

1030 – 1130


Customer Analysis: Knowing Thy Customer

  • Understanding the Customer Problem
  • Customer Expectations
  • 7 Steps of Customer Satisfaction
  • Paying Attention to the Right Customer Metrics
  • Determining Level of Service
  • Going the Extra Mile

1130 – 1145


1145 – 1215

Video Presentation

1215 – 0130

Handling Complaints

  • What makes the Customer Upset
  • Understanding and accurately identfying Customer problem
  • Avoiding Upsets
  • “7 Steps to Calling Upset Customers”
  • Address and resolve the Problem
  • Understanding When to Escalate

0130 – 0210


0210 – 0245

Role Play

0245 – 0315

Case Studies

0315 – 0330

Behavioral Styles and Recognizing Behavioral Styles

  • Being Assertive
  • Assertiveness in Practice

0330 – 0350

Role Play

0350 – 0400

Training Wrap-Up


End of Day One

DAY 2:                     

0900 – 0915

Training Recapitulation for Day One

0915 – 1000

Delivering Excellent Customer Service over the Telephone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Active Listening

1000 – 1030

Role Play

1030 – 1045


1045 – 1130

Delivering Excellent Customer Service through Internet

  • The Advantages and Disadvantages of Internet Communication
  • The Internet
  • Email and Online Chat
  • Customer Online Support
  • Communication Guidelines for Email Online Chat and Customer Online Support
  • Internet Customer Skills

1130 – 1200

Delivering Excellent Customer Service In-Person

  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to your Advantage
  • Establishing Attitude (The Power of Smile)
  • Appearance Counts

1200 – 0130

Practical Exercises/Case Study

0130 – 0210


0210 – 0230

Coping with Stress

  • What is Stress
  • Causes & Symptoms of Stress
  • Take Preventive Measures
  • Overcome Stress

0230 – 0330

Video Presentation/Role Play

0330 – 0345

Training Summary 

0345 – 0400

Giving of Attendance Certificate of Training Completion


End of the Training

Material given during the training:  [DVD’s and Case Studies will be used during this course to illustrate examples of good and bad change implementation processes].

Before the course

Each delegate will be asked to complete a Pre-Course Assessment Form to determine their current level and objectives for attending the course. The content of such Form will be used by the trainer only to give tailored training that is focused on each group of delegates.

At the end of the course

Each delegate will be asked to complete an Individual Development Plan and Vocational Completion Certificate