Designed specifically for front-line customer service providers, this course aims at developing and practicing essential skills to improve rapport, communication and service with customers. It incorporates numerous role-plays and practical exercises that ensure that the techniques will help improve the quality of customer service.  

Introduction to Customer Care

• Who are your customers?
• The internal and external customer
• Barriers to good customer care
• The customer chain

Advanced Interpersonal Communication Skills

• Role and importance of good communication in providing customer service
• Types of communication. Main problems
• Voice and tone control
• Improving listening skills
• Telephone skills training. Improving telephone customer service
• Dealing with customer complaints