Customer Service Workshop

Customer Service Workshop

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Why Attend
In this course we focus extensively on the behavioral, social and interactive aspects of customer service. The course starts with definitions and discussions about the importance of good service, about what customers expect and about the ability of anyone to mold their own behavior. Next, we dissect the elements of the image projected by the person interacting with the customer and we bring it all back to learn how to behave professionally in any situation. This course emphasizes communication skills and the ability to understand and use all aspects of behavior and body language to ensure that all customer interactions remain positive and end successfully.
Course Objectives
By the end of the course, participants will be able to:
  • Explain the importance of superior customer service in any situation and in any environment
  • Use tried and true communication techniques to maximize their overall effectiveness
  • Demonstrate how to perform their duties in such a way that customers will remember the encounter positively.
  • Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties
  • Apply practical methods to turn upset customers around, win their thanks and gain their respect
Course Outline : 
Definition of customer service
  • A glimpse at the definition
  • Customer service in a shop
  • Customer service in a restaurant
  • Customer service in a company
  • Customer service in any organization
  • The two main dimensions of service
  • Competition versus monopoly
  • Private versus government
  • Internal customer versus external customer
  • What is really customer service
  • Explicit versus implicit elements of service
Some customer service models
  • The ‘PRIDE’ model
  • The ‘RATER’ model
  • The ‘kano’ model
  • Customer service and emotional intelligence
  • Definition of emotional intelligence
  • Emotional intelligence for customer service
  • Building your emotional intelligence
Customer service, behavior and communication
  • Behavior is communication
  • Body language
  • Listen before you speak
  • Expressing yourself
  • Appropriate behavior and communication according to situation
The image you project
  • Generic elements of your image
  • Respect is a two way street
  • Showing empathy
  • Eagerness to help
  • Professionalism is key
  • Self confidence
  • Fairness in all dealings
  • Specific elements of your image
  • Knowledge
  • The way you look and dress
  • The language you use
  • Your body language
  • Building rapport
Customer service situations
  • Scenarios, analysis and role-plays
  • Easy, regular situations
  • Common but sensitive situations
  • Complaints, problems and other difficult scenarios

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Date And Time

2021-03-18 @ 09:00 AM to
02:00 PM

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