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Overview

ICSA Customer Service Fundamentals course is a certificate-granting one-day workshop that will give your employees the building blocks they need to enhance their career in customer service and obtain world-wide recognition as a Customer Service Professional.

In this era of intense competition and rapid technology changes, effective customer service means real increases in a company’s revenues. Companies that provide poor service find out very quickly that it is a ‘need to have’ not simply a ‘nice to have’.

With the cost of doing business rising rapidly, the threat of losing a customer makes customer service that much more critical to your business’ success. When you use the techniques you will learn in this workshop, everyone will benefit – you, your company, and your customers!

Target Audience

Salespeople & Customer Service representatives.

Duration

Participants Per Program

Objectives

To equip delegates with effective customer service techniques. Please see course content below for module topics covered within this workshop.

Content

Module 1

The Value of a Customer

What is a customer worth?
Why customers leave.
It was the best of time, it was the worst of times (exercise).

Module 2

Handling Customer Interactions

Telephone interactions.
Face to Face customer service.

Module 3

Service Cycle Framework

Step 1: Greet.
Step 2: Listen.
Step 3: Negotiate.
Step 4: Resolve.

Module 4

Effective Customer Questioning

Types of questions.
Question scenarios.
It Shouldn’t Take 20 Questions (exercise).

Module 5

Difficult Customers

4 personality types.
Why deal with difficult customers.
Irate clients.
Confused clients.
Righteously indignant clients.
Chatty clients.
Exercises and Role play.
When you can’t say ‘yes’.
Never Say Never No More.
Customer Service Role Play and Critique.

Module 6

Team Work

The value of teams.
A note about diversity.
4 stages of team dynamics.
Team roles & A Team building exercise.

Module 7

Dealing with Stress

Kinds of stress.
Causes and effects of stress.
Techniques to deal with stress.
Application of stress relieving techniques (speaker from community).

Module 8

Problem Solving

Problem Solving Process.
Situational appraisals / setting priorities.
Proactive problem-solving.
Conflict Role Play.
Accepting and giving feedback.

Our Approach