TCI- Customer Service Training Outline

Introduction

We believe that customer service is the constant act of looking after customers needs, before during and long after a purchase has been made. In order to do that customer service staff must be equipped with the relevant knowledge and skills to exceed the customers’ expectations. When it comes to business, a culture of learning ensures maximum efficiency and productivity, and ultimately, the best possible performance for your company. A formal training program like the one we have developed helps teams better understand and shape what needs to be learned, ensuring employees gain the skills and knowledge they need to do their jobs exceedingly well.

Course description

This course is aimed at individuals/teams who want to build themselves up to meet the demands of today’s fast paced world. The course takes an in-depth look at what customer service is, the processes and techniques one can use to improve their overall customer service skills to enable them to give their clients the best customer service experience. The sense of fulfilment and achievement one feels for having served their clients beyond their expectations has proved to be a successful motivating factor in the workplace. Through lectures, exercises, activities, and discussions participants will be helped to analyse their own skills, how to grow them and exceed customers’ expectations.  AS our institute is TEVETA Accredited participants will receive a certificate in Customer Service when training is completed.

Course Objectives

By the end of the training participants, should be able to

• Understand customer needs and how to meet those needs.
• Know how to engage with customers effectively.
• Effectively handle customer complaints
• Engage and successfully deal with difficult clients
• To make customers happy whilst still achieving the goals of the organization
• Learn methods on how to improve customer service
• Learn how to exceed customer expectations
• Manage and improve response times
• Learn about Business Etiquette
• Learn more about themselves using the DISC Personality Profile

Methodology

This is an interactive course, with some group and individual exercises. Participants will also conduct a personality profile and get a handout on that.

This a one day course.

Course Outline

1. Session I

Objectives: By the end of the session, the following should have been done:

• Welcome and Introduction
• Getting to know one another
• Expectations
• Training Objectives
• Ground Rules

2. Session II Customer Service introduction

Objectives: By the end of this session, participants will know;

• What Customer Service is – Some definitions
• Relevant customer service skills
• What is considered good customer service
• What is considered bad customer service
• Why customer service is important to any business?
• DISC Profile

3. Session III Customer Needs and Meeting Customer Expectations

Objectives: By the end of this session, participants will have an insight into;

• Understanding customer needs and expectations
• Meeting customer needs
• Delighting customers
• Courteous behavior towards customers
• Exceeding customers’ expectations

4. Session IV Managing Customers

Objectives: By the end of this session, participants will know how to;

• Handle customer complaints
• Deal with difficult behavior
• Manage response times
• Effective Communication with customers

5. Session V –Client Etiquette

Objectives: By the end of the session, participants will learn:

• Client Protocol
• The Do’s and Don’t’ s when dealing with internal or external clients
• The 5 phases of a call (develop scripts)
• Develop conversation techniques (Building rapport)
• Effective Body Language
• General office protocol

6. Session VI Recap, Assessment and Evaluation