Customer Service

Course Objectives

Upon completion of the course participants will be able to:

- Describe customer service

- Explain what customer service means in relation to internal & external customers

- Practice analysis techniques in understanding their customers

- Develop needs analysis techniques to better address customer needs

- Apply effective communication skills to their customers

- Apply skills for handling upset customer

- Describe Telephone and emails services

- Explain how to gain insight on connecting with customers online

- Apply skills for managing time while serving customers

- Apply skills for managing stress serving customers

Course Contents

- Introduction to Customer Service

- Analysis of Customer/Knowing your Customer

- Effective communication

- Calming upset customers

- Telephone and Internet skills

- Time Management

- Stress Management

Who should attend

General public especially Secondary school students/College graduates who aspires working in frontline offices.

Aviation personnel with little or no Customer Service knowledge

Employees who renders services to customers within their Organizations

Business personnel needing to improve their customer serving skills

Any person with needing to specialize in a Customer Service area

Duration

1 Week