Customer Service Certification Training

Course Details

Newway's customer service skills training is specifically designed to develop the participants skills and behaviour to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

Course Objectives

By the end of this one-day course, the participants will have:

• Adopted a consistent, professional style when speaking with customers
• Developed skills in engaging with customers and handling their enquiries effectively
• Listened effectively, asked questions and summarized to respond fully to a customer request
• Identified ways they can add value to customer relationships and exceed expectations
• Practised how to turn customer service disappointment into a positive experience

Course Outline

1: Customer Service Fundamentals

• Introduction to customer service and its importance.
• Developing a customer-centric mindset.
• Understanding internal and external customers.
• Building a positive, customer-friendly attitude.

2: Communication Skills & Understanding Customers

• Effective verbal and non-verbal communication.
• Professional communication, tone, body language, and positive language.
• Understanding different customer expectations and behavioural styles.
• Adapting service approaches to different customer needs.

3: Handling Customer Complaints & Telephone Service

• Identifying causes of customer frustration and preventing conflicts.
• Techniques for calming and resolving upset customers.
• Effective complaint handling and conflict resolution.
• Telephone etiquette, active listening, call handling, transfers, and message taking.

4: Internet & Digital Customer Service

• Effective email and online chat communication.
• Professional online customer interactions.
• Managing FAQs, scripted responses, and customer support tools.
• Using knowledge bases and auto-responders to improve customer service.

Course Methodology

The course will employ a practical and interactive approach through:

1. Interactive Presentations – Facilitator-led sessions covering key customer service principles and best practices.
2. Group Discussions – Sharing experiences and exploring common customer service challenges and solutions.
3. Case Studies & Role Plays – Practical scenarios to develop skills in handling complaints, difficult customers, and enquiries.
4. Practical Exercises & Assessments – Activities and assessments to reinforce learning and evaluate participants’ understanding.
5. Training Materials & Feedback – Provision of relevant training materials, supported by facilitator feedback and participant reflection.