Customer Service Skills

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A course for those who need to provide superior customer service in an English speaking environment. This course will give you an overview of The Fantastic Service Equation, practice of the skills introduced and related English language competencies.

 

 

Course facts
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Course facts

Minimum Age: 18+

  

Maximum Class size: 15

  

Course Objectives:
To develop participant competence in providing superior customer service and develop context related English language competence.

Course Level:

Intermediate + This course for people who have a certain competence in English but need to achieve a higher level.

Course Content
This course will give students an overview of The Fantastic Service Equation and practice of the skills introduced.

The first stage will have participants consider Customer Expectations, both Internal & External, including:

  • Underlying expectations of customers- internal 
  • Levels of service
  • Common customer expectations - external
  • Describe and examine Moments of Truth
The Delivery of Customer Service stage will:


  • Identify behaviours needed for fantastic customer service
  • Practice effective active listening skills
  • Practice use of positive language
  • Deal with problem solving
  • Demonstrate all steps in the Fantastic Customer Service Equation

Throughout the course the trainees will practice their new skills and receive feedback from their peers and the course tutor.

Course Length:

 15 hours
 

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