Customer Service Excellence

Course Code:[CSE01]
Instructor:Shikha Choda
TopicCourse Outline
Day 1Introduction to Customer Service Excellence
  • Importance of Customer Service
  • Overview of the impact of exceptional customer service on businesses
  • Introduction to key customer service metrics
  • Techniques for identifying and meeting customer needs
Day 2Effective Communication Skills
  • Active listening techniques
  • Clear and positive communication
  • Email etiquette and professional written communication
  • Crafting effective responses to customer inquiries
Day 3Handling Challenging Situations
  • Strategies for defusing tense situations
  • Role-playing exercises for practical application
  • Turning Challenges into Opportunities
  • Transforming customer complaints into positive experiences
Day 4Building Customer Relationships
  • Introduction to CRM tools and strategies
  • Importance of building long-term customer loyalty
  • Creating a personalized customer experience
  • Implementing customer feedback for improvement
Day 5Cross-Functional Collaboration
  • Importance of collaboration between different departments
  • Breaking down silos for seamless customer service
  • Developing a customer-focused team culture
  • Team-building exercises and activities
Day 6Implementing Customer Service Standards
  • Developing service standards that align with organizational values
  • Training and onboarding for consistent service delivery
  • Key performance indicators for customer service
  • Using feedback and data to drive improvement
Day 7Continuous Improvement and Innovation
  • Encouraging a culture of continuous improvement
  • Staying updated on industry trends and customer expectations
  • Exploring new technologies and trends in customer service
  • Design thinking for customer experience improvement

Course Features:

  • Discussions 
  • Interactive activities
  • Role-play exercises
  • Assignments and practical applications
  • Personalized coaching and feedback 

Course Materials:

  • Reading materials and resources
  • Video and audio clips for analysis
  • Communication assessment tools
  • Presentation templates and tools

Assessment and Certification: Participants will be assessed based on their performances, participation and a final project. A certificate of completion will be awarded to those who successfully complete the course.

Course Duration: The course spans 7 consecutive days, with each day’s session lasting approximately 1 contact hour (online) and 1 supervised self-study hour.

Target Audience: This course is suitable for individuals at all levels who want to achieve a range of skills and knowledge that will empower them to deliver exceptional customer experiences and contribute positively to their organizations

This 7-day course, should empower students with a well-rounded skill set, instill a customer-focused mindset, and position them as valuable contributors to organizations seeking to excel in customer satisfaction and loyalty.

Note: The course outline is subject to change at the instructor’s discretion. Any modifications will be communicated to students in a timely manner.

COST OF COURSE : Kshs 40000/=

Payable before commencement of Course