Certificate in
Customer Service Management

This highly-interactive training course will give you the tools, resources, and best practices you require to enhance customer relationships and promote customer service within your organisation. In today’s customer-oriented business environment, providing customer service management requires a combination of effective communication strategies, persuasion techniques, and conflict resolution skills.

Achieving customer service requires well–trained and motivated customer service professionals who have a passion for providing quality service. It gives an organisation a competitive advantage in the marketplace and keeps customers coming back.

This training course will feature:

• Customer service management best practices and procedures
• Effective communication and interpersonal skills development
• Win-win negotiation principles, service recovery strategies, and conflict resolution skills
• Customer service satisfaction measuring & monitoring standards for continuous improvement
• Leadership development & team building techniques promoting customer service excellence

By the end of the training course, participants will be able to:

• Describe the best practices of a world-class customer service providers
• Identify key components that promote customer retention and loyalty
• Measure and monitor customer service satisfaction standards
• Utilize nonverbal communication gestures to make positive first impression & build rapport
• Use conflict resolution skills to work with difficult or demanding customers

The training course is for Customer Service professionals who have a desire to enhance their communication, conflict resolution, and negotiation skill and is suitable to a wide range of professionals but will greatly benefit:

• Customer Service Representatives (CSR)
• Team Supervisors
• Department Heads/Managers
• Account Managers
• Field Service Representatives

This training course will utillise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes delegate participation through a combination of group discussion, practical exercises, videos, role-play sessions, case studies, breakout sessions, and team building activities.

Delegates will utilize best practices and benchmarking to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning.

• The benefits of providing world-class customer service
• Does the 'customer experience' align with your organisation’s vision/mission statement?
• Identifying internal and external customer expectations
• How to use customer service to increase sales and customer satisfaction
• Benchmarking the best and worst rated customer service providers
• The WOW Factor: Going the Extra Mile to exceed customer expectations

• Body language: How to read your customer like a book
• Managing the four customer personality types
• Questioning techniques and active listening skills to improve communication effectiveness
• How to determine a customer’s “preferred learning style”
• Dos and don't s of written communication
• Keys to effective telephone and voice mail communication

• The benefits of teamwork and mutual cooperation
• Team building and leadership exercise
• The role of the supervisor during service recovery
• Empowering employees to better serve their customers
• The most admired leadership traits
• Motivating employees to improve performance

• Establishing customer service satisfaction measuring and monitoring standards
• Best practices for recording and monitoring customer service issues
• The art of giving and receiving constructive feedback
• Negotiating win-win outcomes
• Managing emotions during stressful situations
• Service recovery strategies for working with difficult customers

• What is your Action Plan?
• Your attitude makes a difference
• Stress management tips for maintaining peak performance
• Time management strategies to maximize daily productivity
• Setting SMART goals for continuous customer service improvement
• End of course review

Anderson Certificate of Completion will be provided to delegates who attend and complete the course.