At Eagles Management Consultants, we understand that customers are key for any business to thrive. We therefore, tailor our customer service training courses to ensure the building of great customer relations. We equip the trainees with the relevant skills that enable them to position the customer at the center of the provision of products and services. We offer the best customer service training course within & outside Kenya that will ensure the enhanced delivery of customer service.
From our best customer service trainers, trainees take back to their organizations with enhanced skills that enable them to build a customer-centric organization. They will focus on customer experience as well as effective problem solving to ensure customer retention. Our courses are detailed and relevant to the needs of a different organization. We cover the basics as well as strategic customer service topics that will lead to enhanced customer experience, acquisition, and retention.
At the end of the day, delegates will be able to:
•Appreciate what Customer Service is, and why it is important
•Understand the change nature of customer expectations and how to meet them
•Learn how to solve the three main types of customer problems
•Deal confidently and assertively with difficult people
•Use communication skills effectively and overcome barriers
•Understand which personal skills will help you in your role
•See how exceptional customer service is based on six areas
•Know how great customer service benefits everybody involved
The following outline highlights the ten modules to be covered under the customer service course. As part of the training program, we will modify content as needed to meet your objectives. Upon request, we will provide you with a copy of the participant’s materials prior to the session (s).
MODULE 1: Introduction and Course Overview
MODULE 2: The Importance of Customer Service
MODULE 3: Understanding Customer Expectations
MODULE 4: Solving Customer Problems
MODULE 5: Turning Customers Around
MODULE 6: Communication Skills for Great Customer Service
MODULE 7: Personal Skills for Great Customer Service
MODULE 8: The Structure of Customer Service Excellence
MODULE 9: Keeping Your Customers
MODULE 10: Your Personal Action Plan