Excellence in customer service professional

Overview

This course promotes a culture of service excellence through skills, systems, and values that ensure world-class customer service.

Learning Objectives

Understand drivers of customer service excellence.

Learn communication and empathy techniques.

Apply quality frameworks for service evaluation.

2-Day Outline

Day 1:

Customer expectations and satisfaction

Service quality standards

Communication and problem solving

Day 2:

Handling complaints and difficult situations

Emotional intelligence and empathy

Service excellence improvement plans