About Course

Day 1: Understanding Customer Service Fundamentals

Morning Session: Customer Service Basics

• Introduction to Customer Service
• Importance of Excellent Customer Service
• Key Customer Service Principles

Afternoon Session: Effective Communication

• Communication Skills in Customer Service
• Active Listening Techniques
• Empathy and Understanding Customer Needs

Day 2: Providing Exceptional Customer Support

Morning Session: Problem-Solving and Conflict Resolution

• Handling Customer Complaints
• Conflict Resolution Strategies
• Turning Dissatisfied Customers into Advocates

Afternoon Session: Service Recovery and Managing Difficult Situations

• Service Recovery Techniques
• Dealing with Difficult Customers
• Role-Playing and Scenario Practice

Day 3: Enhancing Customer Service Skills

Morning Session: Building Customer Relationships

• Customer Relationship Management (CRM)
• Building Trust and Loyalty
• Personalization and Customization in Service

Afternoon Session: Advanced Customer Service Tools

• Technology in Customer Support
• Handling Multichannel Support (Phone, Email, Chat)
• Customer Feedback and Continuous Improvement