Customer Service

Enhanced Customer Service

Overview
  • 7h Duration

Unlock the secrets of exceptional customer service with our groundbreaking course! This immersive program goes beyond the basics, offering a deep dive into the art and science of creating unforgettable customer experiences.

Key Highlights:

  1. Master the Service Mindset: Develop an unshakeable service mentality that sets you apart in today's competitive landscape.
  2. Complaint Resolution Wizardry: Learn cutting-edge techniques to turn dissatisfied customers into your biggest advocates.
  3. Loyalty Engineering: Discover powerful strategies to create a legion of loyal customers who become your brand ambassadors.
  4. First Impression Mastery: Harness the psychology of first impressions to captivate customers from the moment they engage with you.
  5. Body Language Brilliance: Uncover the hidden language of non-verbal communication to connect with customers on a deeper level.
  6. Executive Presence: Elevate your personal grooming and presentation skills to exude confidence and professionalism.

This course is not just a training—it's a transformation. By blending immediately applicable skills with strategic insights, participants will emerge as customer service virtuosos. Whether you're looking to complement our advanced strategic course or seeking a standalone powerhouse of customer service excellence, this program is your ticket to the upper echelons of service professionals.

Course Topics
Core Modules
Attitudes for Service
  • The Service Mentality
  • Understand the much-needed mindset and attitude to have in service
  • Learn to discover the impact of great mindset & attitude and its impact
  • How to strengthens an individual's attitude, external awareness, customer experience communication, influence, interpersonal skills, stress management and their adaptability
Complaint Resolution
  • Understand what a complaint is and why people complain
  • Know what drives complaints from clients
  • Understand the skills and approaches needed to deal with customer complaints
  • Be more pro-active in identifying and fixing the things that cause complaints
  • Have a process to follow when dealing with a dissatisfied customer
Create Loyal Customers
  • Climb five steps on the loyalty ladder
  • Experience the power of first and last impressions
  • Appreciate the high value of loyal customers and service partners
  • Understand the high cost of disloyalty
Customer Follow Through
  • Develop techniques for customer follow through
  • Learn best practices methodologies to anticipate customer through customer follow through
Effective First Impressions: Body Language Matters
  • Learn how to translate gestures into words
  • Understand the difference between open & closed body language
  • Learn how to avoid common body language mistakes
  • Gain insight into the differences in body language between genders
  • Understand the signals you're sending to others
  • Learn the role facial expressions play in body language
  • Learn how to use body language to strengthen your customer service skills
  • Understand how body language can expose deception
  • Learn how to match words with movement to instill trust
Manage Customer Expectations
  • Understand and achieve expectations set by the organization
  • Communicate effectively with clients, managers, and colleagues
  • Explain what affects your client's expectation of your product/service
  • Understand that each 'moment of truth' with your client can affect future interactions
  • Position your organization as a valued asset to your clients
  • Apply active listening and questioning skills
  • Describe the importance of service quality
  • Discuss the reasons (that the academics agree) why clients will leave for a competitor
Grooming
  • Introduction to Personal Grooming
  • Understanding Etiquettes
  • Privacy and Confidentiality
  • Language and Communication Etiquette
  • Dressing Etiquette – for Men and Women
  • Personal Hygiene and Cleanliness
  • Relating with Colleagues and Supervisors
  • Relating with Customers and Guests
  • Customer Service Etiquette
  • Time Management – Meetings and Appointments
  • Telephone Etiquette
  • E-Mail Etiquette
Dates:

We are pleased to offer three exclusive sessions of this transformative course:

  • Session A: Tuesday, November 5, 2024
  • Session B: Wednesday, November 6, 2024
  • Session C: Thursday, November 7, 2024

Participants can select their preferred date, ensuring that this valuable professional development opportunity aligns seamlessly with their schedules. You can register early so you can get a spot in your desired session.

Venue:  Holiday Inn, Plaine Magnien
Course Duration for each Session:  7 hours 
Course Fee: MUR 16,900 (HRDC refund up to 75% - Conditions Apply)
THIS IS AN MQA APPROVED COURSE

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