Customer Service Enhancement

A practical experiential course to help individuals use English with greater ease and confidence, combining conversational English with accent training.

4,50036,000

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Description

  • Gain a thorough understanding of the process and elements of customer service communication
  • Apply useful language and conversational strategies to deal with all kinds of customers – from easy to difficult
  • Apply critical thinking skills in identifying problems and issues quickly when communicating with clients and coming up with viable options and solutions in a timely manner.
  • Demonstrate empathy and grace in person or on virtual/phone mode to smooth difficult conversations and move the process forward
  • Apply assertiveness techniques to process transactions and concerns, and provide appropriate and effective guidance to customers navigating the government bureaucracy
  • Apply self-management techniques to manage stress, time, and overall mental health.
  • Can be customized to focus on dealing with customers from different cultures/countries

Dealing with customers can be challenging as well as rewarding. Without the right attitude and skills, the job can be stressful and unsuccessful, and lead to lost sales and income. With this course, you’ll be equipped with the best toolkit to keep customers happy without compromise.

Who can take the course

  • Duration: 16-40 hours
  • Skill Level: Beginner to Intermediate

Class Schedule

New or experienced customer service professionals; new graduates; those thinking of doing customer service work

FAQs

  • Q: I want my front line people to deal with difficult customers better. Can the course help?
  • A: Absolutely. The course tackles various kinds of customers and the right ways to deal with each one, including demanding, assertive, and difficult customers.
  • Q: I’m new to customer service work. Can the course help me?
  • A: Definitely. The course offers a good overview at customer service philosophy and practical easy-to-do strategies, along with plenty of handouts for independent study.
  • Q: Will the course still be useful to me even if I already have customer service experience?
  • A: Of course. The course also covers common misconceptions, common errors, and frequent mistakes when doing customer service, so it provides those already in the field with fresh insights and perspectives.

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