Course Overview:
IRES presents the Fundamentals of Customer Service Training Course, a comprehensive program designed to introduce participants to the core principles and best practices of customer service. Over five days, participants will develop a deep understanding of customer expectations, service excellence, and the skills necessary to effectively manage customer interactions. The course blends practical exercises with real-life case studies, empowering participants to deliver superior service in a variety of contexts. Whether you're new to customer service or looking to strengthen your foundational skills, this course will equip you to exceed customer expectations and build lasting relationships.
Duration:
5 Days
Target Audience:
- Customer service representatives
- Frontline staff
- Call center agents
- New hires in customer service roles
- Anyone interested in improving customer service skills
Organizational Impact:
- Improved customer satisfaction and retention
- Enhanced brand reputation
- More efficient handling of customer inquiries
- Increased employee productivity in customer-facing roles
Personal Impact:
- Develop confidence in managing customer interactions
- Gain essential communication and problem-solving skills
- Learn strategies for improving job performance
- Build a foundation for career advancement in customer service
Course Level:
Course Objectives:
- Understand the fundamentals of customer service
- Develop effective communication skills
- Learn problem-solving techniques for customer service issues
- Improve customer satisfaction through service excellence
- Apply practical skills in real-world customer service scenarios
Course Modules:
Module 1: Introduction to Customer Service Excellence
- Definition and importance of customer service
- Key characteristics of a successful customer service professional
- Customer service as a competitive advantage
- Understanding customer expectations
- Case Study: Examining customer service success in a retail environment
Module 2: Effective Communication in Customer Service
- The role of communication in customer service
- Active listening techniques
- Verbal and non-verbal communication
- Building rapport with customers
- Case Study: Resolving communication breakdowns in a call center
Module 3: Problem Solving and Conflict Resolution
- Common customer service challenges
- Steps to effective problem solving
- Handling customer complaints professionally
- Techniques for diffusing difficult situations
- Case Study: Turning a dissatisfied customer into a loyal one
Module 4: Delivering Exceptional Customer Service
- Strategies for exceeding customer expectations
- Personalizing customer interactions
- Going the extra mile: service that delights
- Customer loyalty and retention strategies
- Case Study: Examining a company’s journey from average to exceptional service
Module 5: Customer Service Metrics and Continuous Improvement
- Key performance indicators (KPIs) in customer service
- Tools for measuring customer satisfaction
- Gathering and analyzing customer feedback
- Implementing improvements based on data
- Case Study: Improving service delivery through feedback analysis
Related Courses
Course Administration Details:
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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