CSS

Customer Service Specialist (CSS) Program

Introduction

The programme is open to those seeking to pursue a career in customer service and those already in the service industry. Also for organizations looking to upscale their staff with new innovation in addressing customer service experience.
The training/workshop is designed to help develop a mindset dedicated to delivering outstanding customer service to both external and internal customers. A by-product of this customer service training program is that it helps build employee loyalty and a better working environment.

This course will teach you how to drive outstanding customer service with the winning combination of knowledge, skills and attitude.

Ameena Lolu-Hassan, Co-Moderator

Key Learning Outcomes and Skills

Upon successful completion of this course, participants should:

• Have enhanced job seekers’ profile in the employment market
• Be able to relate with customers on a more professional level by possessing better communication skills
• Ensure that the needs of customers are being satisfied
• Promote this idea throughout the company they work for and find ways to measure customer satisfaction and improve
• Participants will learn how to handle difficult customers and situations confidently, maximize each customer contact, and develop loyalty services and handling face-to-face enquiries from customers.

Course Content/Key Topics

• Introduction to Customer Service
• Team Building & Management
• Technology & Customer Service
• Practical Telephone Etiquettes
• Communication Skills/Customer contact technicalities
• Managing difficult customers and their complaint
• Exceeding Customers expectations
• Selling in a competitive environment
• Customer Recovery Skills
• Managing Work Stress
  

  For Whom/Who should attend?

  This course is specially designed for:

• Graduates or Students who desire a career as Customer Service Executive.
• Public Relations & Sales Support Personnel.
• Protocol and Corporate Services Personnel.
• Ticketing/Reservation Officer, Check-in, baggage handlers & Call Centre Staffs
• Meet and greet personnel of large organization
• Airport General Operations Personnel

Entry Requirements

There are really no prerequisites to participate in this training.