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

Module 1: Introduction to Customer Service

• Overview of customer service, its significance, and key concepts.
• Discuss personal experiences with good and bad service.
• Understanding the responsibility of customer service and developing a customer-centric mindset.
• Explore internal vs. external customers and the rewards and penalties of customer service.
• Foster a customer-friendly attitude through interactive exercises.

Module 2: Communication Skills for Customer Service

• Develop both verbal and non-verbal communication skills.
• Present a professional image through body language, tone, and word choice.
• Practice using positive language, voice inflection, energy, and pacing for better communication.

Course Module 3: Understanding Your Customer

• Analyze different customer expectations and behavioral styles (assertive, analytical, amiable, dominant).
• Learn how to tailor your service to meet the needs of different customer types.
• Evaluate your service level based on customer preferences.

Course Module 4: Handling Upset Customers

• Understand the causes of customer frustration and how to prevent upsets.
• Master the five key steps to calming upset customers, including identifying the problem and affirming customer value.
• Role-play resolving customer complaints and group discussions on conflict resolution.

Course Module 5: Telephone Customer Service

• Learn telephone etiquette: answering, active listening, holding, transferring calls, and taking messages.
• Practice delivering professional greetings and closing calls effectively.

Course Module 6: Internet Customer Service Skills

• Enhance communication through email and online chat.
• Follow best practices for online interactions, including scripted responses, managing FAQs, and using customer support tools like knowledge bases and auto-responders.

Target Audience

This course is ideal for anyone seeking training in customer service and customer care. The majority of delegates attending our customer services courses are in customer-facing or customer support roles, who want to develop their customer service skills and behaviour.

We are also experienced at providing in-house tailor-made training courses in customer services, as well as longer-term programmes to meet specific organizational goals and service standards. Our customer service training is always aligned to the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email.