Corporate Courses

Customer Service: Listening, Responding, and Resolving

Course Outline

Welcome to “Customer Service: Listening, Responding, and Resolving,” a comprehensive course designed to equip you with the essential skills and knowledge to excel in customer service roles. This course covers fundamental concepts, practical skills, and advanced techniques to ensure you can provide exceptional service, foster positive customer relationships, and effectively resolve issues. Throughout the course, you will delve into the basics of understanding customers and creating a service-oriented culture. You will develop key organizational and communication skills, and learn how to stay motivated in your role.

You’ll gain expertise in greeting customers warmly and professionally, whether in person, over the phone, or via email, and in building strong rapport. Listening and questioning techniques will be emphasized to help you fully understand customer needs and concerns. The course will guide you on how to respond effectively, manage expectations, and collaborate with customers to find satisfactory solutions. Furthermore, you will explore methods for expressing customer appreciation and implementing effective follow-up techniques to ensure continued satisfaction and loyalty.

By the end of this course, you will be equipped to apply these skills in real-world scenarios, utilizing various tools and resources to enhance your customer service capabilities. Whether you are a seasoned professional looking to refine your skills or new to the field seeking a strong foundation, this course will prepare you to listen attentively, respond effectively, and resolve issues efficiently, ensuring a superior customer experience.





Course Content

Unit 1: Customer service basics

  • Topic A: Customers
  • Topic B: The service culture

Unit 2: Customer service skills

  • Topic A: Organization skills
  • Topic B: Communication factors
  • Topic C: Personal motivation

Unit 3: Greeting customers

  • Topic A: Greeting overview
  • Topic B: Phone and e-mail messages
  • Topic C: Rapport

Unit 4: Listening and questioning

  • Topic A: Listening
  • Topic B: Questioning

Unit 5: Responding

  • Topic A: Responding to customers
  • Topic B: Resetting expectations
  • Topic C: Working toward solutions

Unit 6: Resolving issues

  • Topic A: Customer appreciation
  • Topic B: Follow-up techniques

Unit 7: Using what you’ve learned

  • Topic A: The implementation phase
  • Topic B: Resources and tools

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