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CUSTOMER SERVICE

Home Soft Skills CUSTOMER SERVICE

  • OVERVIEW:

     

    This course provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

     

    DURATION:

     

    4 hours

     

    OBJECTIVES:

     

    By the end of this program, participants should be able to:

    1. Describe exceptional customer service
    2. Identify the benefits of great customer service
    3. Recognize barriers to the delivery of outstanding customer service
    4. Adapt to specific customer behavior styles
    5. Demonstrate how to measure customer- satisfaction levels and take corrective action if needed.
    6. Use techniques for dealing with angry or upset customers.
    7. Develop a personal action plan to improve customer- service skills.

     

    TARGET AUDIENCE:
    1. Customer Service Representatives
    2. Supervisors
    3. Marketing and Sales Representatives
    4. Employee in the hospitality industry
    5. Persons aspiring to work in the customer service industry
    6. All employees employed in the roles that require direct customer interaction

     

    ELIGIBILITY:
    1. A very good command over English language is the main skill required.
    2. Computer literacy, typing speed, knowledge of consumer behavior, marketing skills
    3. The ability to enter and retrieve information quickly from databases and an ability to analyze problems are other useful skills that come in handy. 
    4. Good communication and listening skills are important
    5. Should have the patience to listen to and comprehend the need, be unfailingly polite, good natured, reasonably intelligent to choose between options and remedy problems effectively to the satisfaction of the customer.
    6. Persuasion skills are needed in an 'outbound' contact center where you either collect money from defaulting customers or try to promote sales and encourage customers to use your client’s products.
  • COURSE STRUCTURE:

     

    • What is customer service?

    • Main pillars of Customer Service

    • Qualities required by a good Customer Service Agent

    • Do's and don't in Customer Service.

    • Role play to empower one with the required skills.

  • Below mentioned training methodologies will be adopted while training:

     

    • Aim to provide contextually relevant, skill oriented and emotionally positive experiences via training
    • Continuous encouragement to the trainees to complete course
    • Elements:
      • Pre & Post Assessment
        • Objective and fair assessment of trainees post training
      • Demarcation between Theory and In class Practicals
      • Be as much interactive as possible
      • Encourage participants to share their ”burning questions” about the topic
      • Launching a poll question for participants to answer
      • Try to explain using famous models and studies
      • Incorporate Case based learning (case videos/ movies) and storytelling, if applicable
      • Integrate soft skills in the training, if applicable
      • Motivate learners to apply concepts from domain subjects in a real world situation
      • Practical Home work
      • Provision of skill Certification information to trainees, wherever applied and required
      • Encourage regular trainee interaction during , in-between and after the course
      • Aim to design a module that engages participants every 4 minutes
      • Encourage participants to use platform tools like Poll, Chat, Raise Hand, Screen Sharing etc.
      • Provision of learning/ reference material to the trainees
      • Regular post session response to the trainees
      • Record of participation and Certificate of achievement issued by EduSmart Skills
  • Frequently Asked Questions about CUSTOMER SERVICE

    Yes. You can.

    We can customize the course in your desired time frame. Please contact our customer service team for details

    We would be happy to develop a course to meet your requirements.

    If you are aware of the classes or dates you may be missing, please inform the trainer in advance and we will be happy to reschedule it for you or provide you alternate options.

    Edusmart Skills is an online education platform and has no engagement in the job placement. However, our trainers will be glad to guide you in the right direction.

  • EDUSMART SKILLS CERTIFICATION

     

    The entire training course content is in line with respective certification program and helps you clear the requisite exams with ease and get the best jobs in the top MNCs.

    As part of this training you will be working on the assignments that have immense implications in the real world industry scenario thus helping you fast track your career effortlessly.

    During the program there will be assessments that perfectly reflect the type of questions asked in the exams and helps you score better.

    EduSmart Skills Course Completion certificate will be awarded on the completion of course.

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