Basic Customer Service


Good customer service is vital for all businesses. It can have a direct impact on customer loyalty and where potential customers choose to spend their money.  Simply put, the higher quality customer service an organization could provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue.

The Basic Customer Service training then aims to provide organizations with the fundamentals on providing effective customer service, one which would make happy customers and eventually would create a strong and loyal customer base.

This 1-day course will equip you with the necessary behavioral and communication skills, the right attitude and specific methods to analyze and improve the service provided ensuring customer satisfaction and delight in the most challenging situations.

Learning Objectives

  • Explain the importance of customer service in a competitive environment
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Who Should Attend

  • Customer Service Personnel
  • Account Managers
  • Help Desk Managers
  • Department Heads and Supervisors
  • All Front End Personnel

Program Duration

1 day, 7 hours each day

Program Outline/Course Overview

Topic 1: Understanding Customer Service

  • Customer Service Definitions and Concepts
  • Quality Service Requirements
  • Cost of Bad Customer Service

Topic 2: Internal Customer Service

  • Identifying Internal and External Customers
  • Customer Requirements
  • Foundation of Great Service People
  • The Service Profit Chain

Topic 3: Managing Customer Expectations

  • What to Say and What Not to Say
  • Calming Upset Customer
  • Comments You Should Avoid
  • RATER and Service Quality Factors
  • Exceeding Customer Expectations

Topic 4: Effective Communication Skills for Handling Customers

  • Active Listening
  • Effective Listening Skills
  • Phone Etiquette

Wrap-up/ Summary

For a complete course outline, email