PD-007
PD-001
Customer Service Excellence
Deliver outstanding service that builds loyalty and reputation
5 days | Instructor-led (classroom or virtual ) | 15 CPD Points | Certificate of Completion|
ABOUT THIS COURSE
Teaches the skills and mindset needed to deliver consistently excellent customer service across all channels. Covers customer expectations, service recovery, handling complaints, building rapport, and creating a customer-centric culture.
WHO IS IT FOR
Customer-facing staff, service managers, call centre teams, and anyone responsible for the customer experience
WHAT YOU WILL LEARN
Identify and exceed customer expectations; handle complaints and difficult situations with professionalism; turn negative experiences into loyalty through service recovery; build rapport with customers quickly; contribute to a customer-centric culture
TOPICS COVERED
Customer expectations and the service gap; communication skills for service excellence; handling complaints and difficult customers; service recovery techniques; building rapport quickly; measuring customer satisfaction (NPS, CSAT); creating a customer-centric culture
MATERIALS INCLUDED
Course workbook, complaint handling script guide, customer journey mapping template, service standards checklist