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customer service skills certification

Understand the keys to impress customers.

Develop professional skills and etiquette to handle customers.

Examine the value of customer care service for success.

Explore tools and techniques to win customers’ trust.

Overview Learning Objectives Who Should Attend Prerequisite Outline

COURSE OVERVIEW

The success of B2C organizations greatly depends on customer satisfaction. In other words, not only product quality but also excellent customer service plays an important role in the business reputation and long-term standing. At Vinsys, we understand the value of customers and have introduced the comprehensive Customer Service Skills training. This foundational course provides knowledge of the techniques that help win your customers’ hearts and trust, leaving a memorable impression in their minds.

Our comprehensive course module will equip you with practical techniques to impress customers, including email etiquette, telephone etiquette, face-to-face conversation etiquette, listening etiquette, and more. Through regular assessment and group discussions, we ensure you understand how to establish initial trust, personalize the experience, understand the problem, acknowledge emotions, and define values. By the end of the course, you will have gained new skills to provide the best customer service, feeling fully prepared for any customer interaction.

The course aims to prepare you for the challenges of dealing with various types of customers including aggressive, impulsive, moody, curious, need-based, etc. We prepare you for the challenges to deal with customers without losing patience and calmness.

COURSE OBJECTIVES

This program will help you to:

Understand the value of a customer-friendly approach and the techniques used to develop it.
Grasp the meaning of professional customer care services.
Identify the difference between good and bad customer service.
Create telephone, mail, and conversation etiquette
Evaluate the techniques to make a good first impression.
Learn to ask the right questions at the right time.
Analyze and develop patience to cope with extreme scenarios.
Examine the techniques to handle difficult co-workers.
Understand personality types and body language to deal with customers carefully.
Analyze the value of patience and listening actively to customers to win their trust.

TARGET AUDIENCE

This course targets:

Customer service managers
Customer service professionals of any field
Aspiring individuals

Seeking to enhance their customer service skills. It will help audience enhance their performace in various professional roles.

ELIGIBILITY CRITERIA

There are no formal prerequisites to join this program. The willingness to enhance customer service skills makes you a good fit to join this program.

Course Outline

COURSE MODULES

Module 01- Foundation

Introduction
Identifying Expectations and Needs of Customers
Verbal and Non-Verbal Communication
Winning Trust through Communication
Active Listening
Acknowledging and Validating Customer Emotions
Email writing skills
Attention to Tone and Its Psychological Impact
Identifying the Right Platforms
Analyzing Problems
Getting Feedback
Personalizing Customer Service
Introduction to the Eisenhower Matrix
Introduction to AI for Customer Service
Understanding Service Values
Introduction to Net Promoter Score & Kaizen in Customer Service
Advanced CRM for Personalization

Module 02: Keys of Exceptional Customer Service

Good vs Excellent Customer Service
Handle Aggressive Customers
Types of Customers
Understand The Service Standards
Cultivate a Culture of Excellence
Make a Great First Impression
Stay Quite
Phone Etiquette
Welcome Complaints
Manage the Problem
Learn to Say Yes
Seek Feedback
Lead by Personality
Step Up
Fix Problems Fast
Recover Bad Service
Know Their Hot Buttons
Deal with Extreme Scenarios
Handle Difficult Co-Workers
Build Cross-Departmental Bridges
Know When To Escalate
Improve Processes and Customer Experience
Be Available Every Time
Use the Right Channels
Be Confident
Use Social Platforms
Get Oriented with Different Cultures
Be Honest
Sustain Your Stamina
Make Transaction Easy
Manage Your Space
Be Memorable

Choose Your Preferred Mode

ONLINE TRAINING

Learn at your own pace from the comfort of your home.
Build skills in weak areas with our specialized courses.
Experience affordable but the best online training experience.
24x7 hours of learning assistance.

Enroll Now

CORPORATE TRAINING

Opportunity to enroll in a wide range of skill development programs.
Set your time to attend classes having innovative pedagogies.
Detailed discussion of topics to clear doubts.
Exclusive offers for corporations to reap benefits.

Enroll Now

FAQ’s

Why should I contact Vinsys for Customer Service Skills?

Vinsys is a premium education provider for various skill development courses. We have over 25 years of experience providing customized and specialized courses across countries. Customer Service Skills is a self-designed program that we created after analyzing the challenges faced by the workforce while dealing with customers. The program offers hands-on training combined with case studies to help you understand the core.

Do you provide the Customer Service Skill certification?

We understand the importance of certifications. Upon successful completion of all activities associated with the Customer Service Skills program, you will be awarded the Customer Service Skill certification.

Can I attend this program at my own pace?

Our courses can accommodate your schedule and learning style. Whether you prefer instructor-led, self-paced, or blended training, we offer all. Before joining, you can discuss your preferred mode with our team.

How will it help me in my career growth?

As customer service is the key to modern business industry, you can see yourself as a customer service specialist, or also in advanced professional roles down the line.

What are the elements of exceptional customer service?

During the course, we discuss these elements in detail. Some of them include:

Knowledgeable staff
Patience
Personalized interactions
Quick response
Listening
Effective communication, etc.

Why Vinsys

Seasoned Instructors

Official Vendor Partnerships

Authorized Courseware

3,000+ Courses & 2,000+ Modules

In Synch with Tech-advancements

Customizable Blended Learning Options

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Reviews

As a customer care representative, I understand the importance of patiently treating every customer. This course has improved my skills and knowledge. I have fully understood the platinum rule for customer care.

Elona DukaGlobal Sales Officer-Commercial

Analyzing the body language of customers is essential before engaging in a conversation. From this expert-led training, I have learned the art of reading body language, listening carefully, asking questions, replying calmly, winning trust, and various other elements.

Areeg Elfatih Mohamedainsales executive, costumer service

Our retail team's performance has improved dramatically. They have grasped the power of muting themselves and listening to customers, paying attention to their choices, motivating them through product knowledge, and staying positive throughout.

Ali SayedStore Supervisor

Our team took this course with great enthusiasm, treating it as a revision class to understand the fundamentals of customer care service. They thoroughly enjoyed the sessions and learned multiple new techniques to attract customers with deals, offers, and fruitful conversation.

Neil Vincent Dela CruzCustomer Service | Logistics | Supply Chain Management

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