Customer Service Excellence for Support Teams

Objectives

• Enhance understanding of customer service principles and their importance.
• Develop effective communication and problem-solving skills.
• Strengthen techniques for managing customer expectations and handling complaints.
• Promote a culture of excellence and continuous improvement in customer service.

Content

Fundamentals of Customer Service Excellence

• Importance of customer service in business success
• Key traits of excellent customer service
• Understanding customer needs and expectations
• Building a customer-focused mindset

Effective Communication Skills

• Active listening techniques
• Clear and professional verbal and written communication
• Managing difficult conversations with empathy
• Non-verbal communication cues

Problem-Solving and Complaint Resolution

• Steps to effectively resolve customer complaints
• Techniques for turning complaints into opportunities
• Managing stress and staying professional under pressure
• Tools for tracking and resolving recurring issues

Building a Culture of Service Excellence

• Encouraging teamwork and collaboration in support teams
• Continuous training and skill development
• Implementing feedback mechanisms for improvement
• Recognizing and rewarding excellent customer service performance

DATE:

1ST BATCH: 22nd – 25th Apr,                                      2025    

2ND BATCH: 5th – 8th Aug,                                           2025

3RD BATCH: 2nd – 5th Dec,                                          2025