Service Representative

Overview

The Service Representative course introduces customer service professionals to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principle, line of contact with customers, this service professional has a unique and challenging opportunity to influence customer perception and loyalty. In today's competitive market, superior customer service is critical to continued success for any service organisation. Students learn and practice essential skills through real world exercises and group activities to ensure skill transfer to the job and return on training investment for the organisation. The course teaches critical skills in professionalism; communication; how to manger the call and the customer; dealing with stress and cross-selling.

This course is designed for non-technical front line service professionals who work with customers to resolve problems or escalate to an appropriate department.

Students will learn how to leverage and apply the skills to professionally communicate and make decisions, while gaining the confidence of customers and contributing significantly to customer retention for the organisation.

Course Modules

• Connect with Professional Service
• Communicate Effectively
• Manage the Call
• Manage the Customer
• Service Above and Beyond
• Manage Stress

Delivery and Duration

This course is available as a closed class. The workshop duration is one day taught in a classroom environment or as two half-day sessions online.