Customer Service – 114974, LEVEL 2, 2 CREDITS: 2 DAYS
Customer Service Training is important to all employees in the workplace as this is a ‘Soft skill’ that ensures good relations are fostered and improved with internal customers inside the organisation and external customers to the organisation.
The content to be covered includes:
Explain customer service in a financial services environment
- The concept of good customer service is explained with reference to a business sector and an organisation’s competitive edge
- Different types of customer are identified within a specific organisation
- The consequences of poor service are identified with reference to the customer, the employee and the organisation
- The procedure for escalating queries is explained with reference to own limit of authority
Engage in an interaction with a customer
- An interaction with a customer is opened with reference to an organisation’s internal standards
- Information is requested to clarify the need
- The customer’s needs are identified and reflected back to the customer to confirm understanding
- Non-verbal communication clues are used to determine an approach to the interaction
- An interaction is closed with reference to an organisation’s internal standards
Demonstrate communication skills in order to respond to a customer need
- Active listening skills are demonstrated in three different customer service interactions
- Keywords are identified in a customer dialogue and used to formulate an appropriate response
- The main details of the customer’s needs, request, query or complaint are recorded and the entry is checked for accuracy with the customer
Process a query in order to respond to a customer need
- Information about the customer and the need is used to formulate an appropriate response
- The response is communicated to the customer using appropriate language
- Inquiries outside own level of authority are escalated to the appropriate party
- An agreement on follow up actions is reached with the customer
- Feedback on the progress of a query is given to the customer.
Download course outline here