- Personal & Interpersonal Effectiveness Courses
Customer Service Excellence
Learn from influencers and experts. Sharpen your knowledge. Gain and share new ideas and best practices. Learn about the latest techniques and insights.
- Micro Learning Labs
Customer Service Excellence Overview
An interactive customer service training course to develop and fine-tune customer service skills. Effective customer service training empowers your employees with the right mindset and skills to provide high-quality customer service resulting in increased customer satisfaction rates, positive word of mouth and high customer retention rates.
- Micro Learning Labs
Course Outline
- What is customer service excellence
- Role of empathy in customer service
- Appreciative Listening & Discovery Questioning Skills
- Building customer relationships
- Handling complaints
- Service recovery
- Micro Learning Labs
Who Should Attend?
This course is ideal for anyone in customer facing or customer support roles, who wants to develop their customer service skills and behaviors. Call centre staff being one example.
- Micro Learning Labs
Course Methodology
During the program we use the principles of adult learning and draw upon a variety of modalities to create a powerful, stimulating environment for participants.
- Socratic interaction
- Small and large group work
- Observation and feedback
- Dyad and Triad practice sessions
- Video and Demonstrations
- Micro Learning Labs
Participant Takeaways
- Participant Workbooks
- Additional Resource Materials
- Pre-Course Reading / Cases
- In-session Handouts
- Templates & Guides
Introducing MicroLearningLabs™
30+ future skills delivered online over micro learning sessions of 2 to 3 hours.
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30+ future skills covered
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2 to 3 hour laser focused learning
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Virtual instructor-led sessions
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Delivered in 10+ languages
Management & Leadership Courses
These courses are offered as online instructor-led or F2F formats. With a global presence, we can also deliver these courses in multiple languages and locations around the world.
Personal & Interpersonal Effectiveness Courses
These courses are offered as online instructor-led or F2F formats. With a global presence, we can also deliver these courses in multiple languages and locations around the world.
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