Customer Service Excellence: Developing Customer Centric Culture

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Course Overview

Businesses are increasingly recognizing that, to be successful, they must place a high value on both their customers and customer care professionals. In this course, participants will learn why customer care should be one of the top priorities in this increasingly competitive global economy. In this dynamic, highly interactive workshop, participants will learn to determine if their company is self-focused or customer-focused. In "Customer Service Excellence" Training course participants will learn to recognize which of the three working styles their customer prefers and how to use that understanding to serve that customer better. We will help participants deepen their customer communications skills. Understanding why customers become upset and how to calm them will be a central focus of this workshop. Time management and stress reduction strategies will also be discussed. All in all, the workshop will help participants develop a customer-centric mindset and acquire a set of customer service tools that participants can put to use right after the class.

Course Content

Introduction to Course and Customer Service

  • Welcome and introductions
  • Course objectives and road map
  • Discussion: What is customer service

Introduction to Customer Service

  • Developing a customer-centric mindset
  • Focusing on serving customers
  • Who are your customers? Internal and external
  • When and where does CS take place?
  • The need for CS: Rewards and penalties
  • Group Exercise: Are you self-focused or customer-focused?
  • The self-focused company vs. customer-focused company
  • Developing a customer focused attitude

Communication Skills

  • Non-verbal communication
  • Verbal communication

Customer Analysis: Knowing Your Customer

  • Result oriented (assertive) working style
  • Detail oriented (analytical) working style
  • People oriented (amiable) working style
  • Role Play: Determining working styles

Calming Upset Customers

  • Reasons why customers become upset
  • Avoiding upsets
  • Understanding the five steps to calming upset customers
  • Calming yourself

Telephone Customer Service

  • Skill-set of a customer service professional
  • Mastering the telephone
  • Techniques for answering the telephone
  • Active listening: Questions, statements and objections
  • Guidelines for putting customers on hold and transferring a call
  • Message taking and guidelines for voice mail
  • Guidelines for closing the call

Internet Customer Service Skills

  • Discussion: The emerging Internet customer care market
  • Advantages and disadvantages of email
  • Email communication guidelines
  • Online chat
  • Additional customer care channels and Internet customer service skills

Time Management Strategies

  • Taking control of your time: Time analysis, task identification, task Analysis and time prioritization
  • Time wasters

Stress Management Strategies

  • Discussion: What is stress?
  • What causes stress? (emotional and mental)
  • Stress Symptoms: Identifying stress threshold and stress signals
  • Managing stress (or even eliminating stress)

Customer Reviews

Thanks to Xpertised and the tutor who walked me through all the topics with Practical exposure which is helping me in my current project.

Course was quite helpful in terms of understanding of concepts and practicality. Its really a very friendly environment to learn. The timing were mutually chosen, as we both are working professional. I am quite satisfied with the course.


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