Understanding the Modern Customer
- Analyzing current consumer behavior trends and expectations.
- Exploring the customer’s psychological journey and decision-making process.
- Identifying key moments of truth in customer interactions.
The Providing World-Class Customer Service course is a comprehensive 2-day program tailored to enhance customer service representatives’ understanding and application of exceptional service practices. Participants will dive into modern customer service strategies, the psychological underpinnings of consumer behavior, and the art of creating memorable customer experiences. By exploring the multifaceted nature of customer interactions, this course equips attendees with the skills necessary to elevate their service to a world-class standard, ensuring customer satisfaction and loyalty in an increasingly competitive marketplace.
Key Points:
- Master the principles of world-class customer service and the psychology behind consumer expectations.
- Develop strategies for effectively managing a range of customer service scenarios, including challenging situations.
- Enhance communication skills to interact with customers empathetically and professionally.
- Learn to leverage customer feedback for continuous improvement and service excellence.
Download the course guide
We offer a comprehensive curriculum that covers all of the essential topics. Our experienced instructors will provide you with the support and guidance that you need to succeed.
Course Content
Communication Excellence
- Crafting effective verbal and non-verbal communication strategies.
- Developing active listening skills to understand and anticipate customer needs.
- Implementing positive language and tone to enhance customer interactions.
Managing Customer Expectations
- Setting, managing, and exceeding customer expectations.
- Balancing customer desires with organizational capabilities.
- Utilizing feedback loops to align service delivery with customer expectations.
Dealing with Difficult Customers
- Techniques for de-escalating tense situations and resolving conflicts.
- Transforming complaints into opportunities for service recovery.
- Building resilience and maintaining professionalism under pressure.
Delivering a Personalized Service
- Customizing interactions to create a tailored customer experience.
- Utilizing customer data and insights to personalize service.
- Recognizing and celebrating customer individuality.
Technology and Tools for Enhancing Service
- Leveraging technology to streamline service processes and enhance efficiency.
- Exploring innovative customer service tools and platforms.
- Integrating digital solutions without losing the personal touch.
Creating Loyalty Through Service
- Developing loyalty programs and initiatives that foster long-term relationships.
- Recognizing and rewarding repeat customers.
- Measuring the impact of loyalty on the overall business.
Continuous Improvement in Service Delivery
- Techniques for evaluating and improving service delivery.
- Encouraging a culture of continuous learning and development.
- Action planning for implementing world-class customer service standards.
Course Instructor
Colette O’Halloran
Colette is an experienced trainer, facilitator, and coach with over 15 years of experience in the Middle East. She is known for her strong communication and presentation skills, her ability to build relationships quickly, and her focus on achieving results. Colette's clients consistently report that her training is effective and that they meet or exceed their learning objectives. She is also an ICF-qualified coach who specializes in life coaching, professional coaching, and career coaching.
Interested in what else we can offer you?
20 May 2025
Dusit D2 Kenz Hotel