Customer service is increasingly becoming a vital business issue as organisations realise the benefits of an integrated, strategic customer service management system for providing effective customer support.


Customer service is made up of ‘positive defining moments’ or ‘moments of truth’, this course helps employees learn skills to consistently create positive defining moments that yield satisfied customers, inspire ongoing trust in your organisation.

This course is suitable for anyone in the customer service industry whose role is based on personal interactions either face to face or over the phone.

  • Know difference between good and excellent customer service
  • Be champions for positive attitude and language
  • Accurately identify customer needs by effectively listening and questioning
  • Know techniques for dealing with angry or upset customers
  • Engage in empathetic listening
  • Define what it means to take ownership
  • Respond confidently and assertively to customer enquiries
  • Build your own resilience to effectively cope in fast customer service environments
  • Definition of ‘excellent’ customer service
  • ‘Moments of Truth’ and customer service
  • Projecting a professional image
  • The LAER technique for handling challenging situations
  • Active listening and empathy
  • Using co-operative vs. confrontational language
  • The “Baiting” concept
  • Using I-Statements
  • Saying No effectively
  • Building resilience
  • Wrapping up conversations

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