Team Leader Studies
The content of the Customer Service course includes:
Introduction – the importance of customer service, the cost of poor customer service, internal and external customers, customer expectations, going above and beyond.
Body Language and Listening – your appearance, open and closed body language, creating rapport, eye contact, the importance of active listening, body language and listening over the phone.
Communication – self-awareness and confidence, politeness, acknowledging needs, positive phrases, avoiding jargon, beginning and ending interactions, communication over the phone.
Dealing With Complaints – asking questions, admitting to mistakes, being empathetic, complaints over the phone, e-mail complaints, handling abuse, personal safety, what to do next.
Evaluating Customer Service – social media, mystery shoppers, feedback and surveys, staff training.