Diploma Objectives
Create and maintain great customer service through using effective techniques
Build good will through in-person customer service
Provide outstanding customer service over the phone
Connect with customers through online tools
Work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact and advice on networking and starting conversations.
Develop the knowledge and skills required to project a positive and self-assured image and use assertiveness to build rapport and gain co-operation.
Master the basic writing concepts, Identify the most common business documents (such as proposals, reports, and agendas) and have extra edge in the workplace.
Identify anger triggers and what to do when get angry.
Apply stress management tools to getting more of what's important to done in less time and gain the skills needed to perform effectively under high pressure.
Understand crucial conflict management skills, including dealing with anger and using the Agreement Frame.
Who Should Attend?
This program is ideal for any company, business, or organization that deals with customers and has a passionate desire for customer excellence. It is suitable for Customer-facing staff and all front-line managers. These include:
- Executives
- Managers
- Salespeople
- Customer Service Representatives
- Professionals who work as Technical Support, Hot Line, or Help Desk
- Professionals who work on a Team
- Operators, Receptionists, Administrative or Sales Assistants
- Everyone in a Customer Focused Organization
Diploma Outlines
Customer Service
Interpersonal Skills
Assertiveness and Self-Confidence
Anger Management
Conflict Resolution
Total Courses: 7 courses and Customer Services Excellence Case Study
Course Nominal Hours: 8 hours
Total Nominal Hours: 56 hours
