Course Participants

  • Customer Service Representatives

Course Benefits

  • Work effectively as a team
  • Dealing with difficult customers
  • Effective communication skills
  • Simulating interactions to demostrate excellence and build rapport
  • Identify behaviour and areas of positive change
  • Develop skills in understanding the characteristics of people(internal and external customers)
  • Using feedback as a mechanism for structured performance and communication

Course Duration :2 days

Course Fee:***

Delivery Method

  • Lectures
  • case presentation
  • Experience Sharing
  • Case Study
  • Role Play
  • Assessment


  1. Customer Service
  • What is service
  • Who are our Customers
  • What is Customer Service
  • Customer service culture as it affects our business
  • Customer service excellence
  • Customer care and grooming
  1. Internal and External Customer
  • Business objectives
  • Defining key values
  • Effective responses to typical customer situations
  • Characteristics of people (personality)
  • Making excellence a habit
  • Dealing constructively with tough situations


  • Communicate effectively with the customers
  • Customer service skills
  • Identify effective interactions
  • Dealing with difficult customers/callers
  • Handling customer complaints
  • Telephone Courtesy
  1. Standard of Performance
  • Communication process/skills
  • Feedback
  • Total customer satisfaction
  1. Techniques of Identifying Behaviours
    Statement of Commitment