Introduction:

The Customer Service Training course is designed to provide participants with the essential skills and knowledge needed to deliver exceptional customer service. This course will cover key customer service principles, effective communication techniques, problem-solving strategies, and building strong customer relationships. Participants will learn how to handle challenging customer situations, exceed customer expectations, and represent their organization in a professional and customer-centric manner.

Course Objectives:

• Develop a deep understanding of customer service principles and best practices.
• Enhance communication skills to effectively interact with customers.
• Learn techniques for handling challenging customer situations with empathy and professionalism.
• Build strong customer relationships and loyalty.
• Acquire problem-solving skills to address customer inquiries and complaints.
• Develop strategies for exceeding customer expectations.
• Enhance teamwork and collaboration in delivering excellent customer service.
• Understand the role of emotional intelligence in customer service.
• Learn techniques for managing stress and maintaining a positive attitude in customer interactions.
• Apply customer service skills to various industries and customer types.

Organization Benefits:

• Enhanced customer satisfaction: Participants will acquire the skills necessary to provide outstanding customer service, resulting in increased customer satisfaction and loyalty.
• Improved customer retention: By understanding customer needs and exceeding expectations, organizations can improve customer retention rates and reduce churn.
• Positive brand image: Exceptional customer service leads to a positive brand reputation, enhancing the organization's image in the market.
• Increased customer referrals: Satisfied customers are more likely to refer others to the organization, leading to an expansion of the customer base.
• Effective problem resolution: Equipping employees with problem-solving skills enables them to address customer issues efficiently and effectively.
• Higher employee morale: Providing comprehensive customer service training demonstrates the organization's investment in employee development, leading to increased job satisfaction and morale.
• Competitive advantage: Exceptional customer service sets organizations apart from their competitors and can become a unique selling point.

Duration:

5 days (Duration, module sequence, and content can be customized based on specific training needs and objectives.)

Course Outline (Modules):

1. Introduction to Customer Service
• Importance of customer service
• Customer service principles and values
• Impact of customer service on the organization
2. Effective Communication Skills
• Active listening techniques
• Verbal and non-verbal communication
• Empathy and understanding customer needs
3. Building Customer Relationships
• Establishing rapport and trust
• Personalizing customer interactions
• Customer relationship management (CRM) tools and strategies
4. Problem-Solving and Decision Making
• Analyzing customer issues
• Identifying and implementing solutions
• Decision-making frameworks in customer service
5. Handling Challenging Customers
• Dealing with angry and upset customers
• Diffusing conflict and managing difficult situations
• Assertiveness and de-escalation techniques
6. Exceeding Customer Expectations
• Going above and beyond for customers
• Anticipating customer needs
• Surprise and delight strategies
7. Telephone and Email Etiquette
• Effective telephone communication skills
• Writing professional and customer-centric emails
• Handling customer inquiries and complaints via email
8. Effective Complaint Handling
• Understanding customer complaints
• Apology and service recovery strategies
• Turning complaints into opportunities for improvement
9. Service Standards and Quality Assurance
• Establishing service standards and guidelines
• Quality assurance techniques in customer service
• Continuous improvement in service delivery
10. Cross-Cultural Communication
• Cultural awareness and sensitivity in customer service
• Overcoming language and cultural barriers
• Adapting communication styles to diverse customers
11. Customer Service in the Digital Age
• Delivering customer service through digital channels
• Social media customer service best practices
• Online reputation management
12. Teamwork and Collaboration in Customer Service
• Collaborating with colleagues for seamless customer service
• Knowledge sharing and teamwork strategies
• Supporting a customer-centric organizational culture
13. Emotional Intelligence in Customer Service
• Understanding emotional intelligence (EQ)
• Managing emotions in customer interactions
• Empathy and emotional connection with customers
14. Stress Management in Customer Service
• Recognizing and managing stress in customer service roles
• Techniques for maintaining composure and resilience
• Self-care practices for customer service professionals
15. Effective Time Management
• Prioritizing tasks and managing time effectively
• Meeting customer needs within time constraints
• Managing multiple customer interactions simultaneously
16. Service Recovery and Retention
• Strategies for recovering from service failures
• Retention techniques and customer loyalty programs
• Turning dissatisfied customers into brand advocates
17. Measuring and Evaluating Customer Satisfaction
• Customer feedback collection methods
• Key performance indicators (KPIs) for customer service
• Customer satisfaction surveys and analysis
18. Technology Tools for Customer Service
• Customer relationship management (CRM) software
• Live chat and chatbot applications
• Self-service portals and knowledge bases
19. Ethics and Professionalism in Customer Service
• Ethical considerations in customer service interactions
• Professional conduct and appearance
• Confidentiality and data protection
20. Customer Service in Specific Industries
• Tailoring customer service to industry-specific needs
• Case studies and examples from different sectors
• Industry-specific customer service challenges and solutions

General Notes

• All our courses can be Tailor-made to participants' needs
• The participant must be conversant in English
• Presentations are well-guided, practical exercises, web-based tutorials, and group work. Our facilitators are experts with more than 10 years of experience.
• Upon completion of training the participant will be issued with a Foscore development center certificate (FDC-K)
• Training will be done at the Foscore development center (FDC-K) centers. We also offer inhouse and online training on the client schedule
• Course duration is flexible and the contents can be modified to fit any number of days.
• The course fee for onsite training includes facilitation training materials, 2 coffee breaks, a buffet lunch, and a Certificate of successful completion of Training. Participants will be responsible for their own travel expenses and arrangements, airport transfers, visa application dinners, health/accident insurance, and other personal expenses.
• Accommodation, pickup, freight booking, and Visa processing arrangement, are done on request, at discounted prices.
• Tablet and Laptops are provided to participants on request as an add-on cost to the training fee.
• One-year free Consultation and Coaching provided after the course.
• Register as a group of more than two and enjoy a discount of (10% to 50%)
• Payment should be done before commence of the training or as agreed by the parties, to the FOSCORE DEVELOPMENT CENTER account, so as to enable us to prepare better for you.
• For any inquiries reach us at training@fdc-k.org or +254712260031
• Website:www.fdc-k.org