Booking options
Price on Enquiry
Price on Enquiry
Delivered Online
Full day
All levels
Duration
1 Days
6 CPD hours
This course is intended for
This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills.
It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility.
Overview
In this course, you will refresh and expand your customer service skill set.
You will:
Apply fundamental customer service knowledge and skills.
Manage your everyday workflow.
Take care of customers by assessing their needs, resolving their issues, and encouraging further sales.
Deal with challenging customer interactions.
Apply customer service leadership skills
In this course, you will apply important principles and skills you can use as a customer service professional.
In addition to providing basic customer service, you'll also learn important principles and skills that will empower you to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.
Applying Customer Service Foundations
Topic A: Assess Customer Service Basics
Topic B: Develop Interpersonal Skills
Managing Your Workflow
Topic A: Apply Organizational Skills
Topic B: Handle Simultaneous Customer Contacts
Topic C: Manage Individual Stress
Taking Care of Customers
Topic A: Maintain Focus on the Issue
Topic B: Assess Customers
Topic C: Diagnose Customers? Problems
Topic D: Educate the Customer
Topic E: Resolve Customers? Problems
Topic F: Encourage Further Sales Through Service
Dealing with Challenging Customer Interactions
Topic A: Recognize Difficult Situations
Topic B: Work within Your Company Parameters
Topic C: Handle a Difficult Interaction
Topic D: Overcome Negativity
Topic E: Redirect the Customer
Topic F: Follow Up on a Challenging Situation
Progressing to Leadership
Topic A: Lead from Within Your Team
Topic B: Address Escalated Customer Issues
Topic C: Analyze Customer Service Metrics
Additional course details:
Nexus Humans Excellence in Customer Service (Advanced) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward.
This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts.
Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success.
While we feel this is the best course for the Excellence in Customer Service (Advanced) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.
Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.
Nexus Human, established over 20 years ago, stands as a pillar of excellence in the realm of IT and Business Skills Training and education in Ireland and the UK....