For venue details reach us at: info@kogniora.com
Starting at USD 631
Thu, 26 Feb • 09:00 AM (GMT-08:00)
For venue details reach us at: info@kogniora.com
Gresham, OR, United States
Customer Service Excellence
Certificate: Course Completion Certificate
Duration: 1 Day
Course Delivery: Classroom / Virtual
Language: English
Credits: 8
Course Overview
Exceptional customer service is the key to building lasting relationships and ensuring business success. This Customer Service Mastery course equips professionals with the skills and strategies needed to provide outstanding service, handle challenging situations, and exceed customer expectations. Participants will gain insights into customer psychology, effective communication, and best practices in various service channels, including in-person, phone, and electronic interactions.
This course is designed to empower participants with the confidence and tools to turn every customer interaction into a positive experience, fostering loyalty and business growth.
What You’ll Learn
By the end of this course, you will be able to:
✅ Understand customer expectations and deliver exceptional service
✅ Develop a positive and professional attitude in all interactions
✅ Enhance communication skills for in-person, phone, and digital interactions
✅ Effectively resolve complaints and manage difficult customers
✅ Use body language, tone, and digital etiquette to improve service quality
✅ Learn strategies to generate repeat business and build customer loyalty
✅ Master de-escalation techniques for handling conflicts professionally
✅ Recognize when and how to escalate issues appropriately
Course Modules
Module One: Getting Started
Module Two: Who We Are and What We Do
Module Three: Establishing Your Attitude
Module Four: Identifying and Addressing Customer Needs
Module Five: Generating Return Business
Module Six: In-Person Customer Service
Module Seven: Giving Customer Service Over the Phone
Module Eight: Providing Electronic Customer Service
Module Nine: Recovering Difficult Customers
Module Ten: Understanding When to Escalate
Module Eleven: Ten Things You Can Do to WOW Every Time
Module Twelve: Wrapping Up
Who Should Attend?
This course is ideal for:
✔️ Customer service representatives and frontline employees
✔️ Sales professionals and account managers
✔️ Business owners looking to enhance customer retention
✔️ Hospitality, retail, and call center staff
✔️ Anyone aiming to improve their communication and service skills
Why Enroll?
🎯 Enhance Your Professionalism – Learn the secrets of customer service excellence
🎯 Improve Customer Satisfaction – Gain strategies to handle all types of customers
🎯 Boost Career Opportunities – Strong customer service skills make you an invaluable asset
🎯 Increase Business Success – Happy customers lead to repeat business and referrals
🎯 Practical & Interactive Learning – Engage in real-world scenarios and role-playing exercises
This Customer Service Mastery course by Kogniora Global will transform your approach to customer interactions and set you up for success in any customer-facing role.
🚀 Take the first step toward customer service excellence today! 🚀
Info: The day will begin with a warm welcome, setting the stage for an interactive and engaging training session. Participants will be introduced to the course objectives and structure, ensuring a clear understanding of what to expect. The “Parking Lot” concept will be explained, allowing attendees to jot down any questions or concerns to be addressed later in the session.
Info: In this session, participants will explore the critical role customer service plays in business success. They will gain a clear distinction between internal and external customers and understand how each contributes to a company’s growth. Additionally, they will identify their role as customer service providers and how their interactions shape the overall customer experience.
Info: Attendees will learn how their personal appearance and demeanor impact customer perception. The importance of maintaining a positive attitude will be emphasized, including how a simple smile can transform customer interactions. Practical techniques to stay energized and motivated throughout the day will also be shared to ensure consistent and exceptional service delivery.
Info: This session will focus on developing the ability to understand customer problems effectively. Participants will learn to actively listen, think creatively to solve issues, and go beyond basic service expectations to deliver outstanding customer experiences. They will be encouraged to anticipate needs and take proactive measures to ensure customer satisfaction.
Info: Participants will discover the power of follow-ups in strengthening customer relationships and driving business growth. They will learn proven strategies to resolve complaints efficiently and turn dissatisfied customers into loyal brand advocates. By practicing real-world scenarios, attendees will develop the confidence to handle difficult customer situations with professionalism and empathy.
Info: During this session, participants will enhance their ability to manage face-to-face customer interactions effectively. They will explore both the benefits and challenges of in-person service and learn how body language, eye contact, and gestures contribute to building strong customer relationships. Real-world examples will demonstrate how non-verbal communication influences customer perception.
Info: Since phone interactions lack visual cues, participants will develop skills to use tone, clarity, and professionalism to create a positive customer experience. This session will cover essential telephone etiquette, including how to greet customers, manage conversations effectively, and close calls with a lasting positive impression. Practical exercises will help refine phone communication skills.
Info: In today’s digital world, customer interactions often take place via email, chat, or social media. This session will guide participants in crafting clear, concise, and professional electronic communications. They will learn the importance of "Netiquette" and how to maintain a friendly yet professional tone in written communication. Through real-world examples, they will see how effective digital service can enhance customer satisfaction.
Info: Handling difficult customers is a crucial skill in customer service. This session will equip participants with techniques to de-escalate conflicts and calm frustrated customers. They will practice strategies for establishing common ground and setting professional boundaries while maintaining a high level of service. Emotional intelligence techniques will be explored to help manage personal stress in challenging situations.
Info: Participants will learn to identify situations where escalation is necessary, such as handling abusive or threatening behavior. They will be trained on the appropriate steps to take when dealing with vulgarity, insults, or potential legal threats while maintaining professionalism. Role-playing exercises will help them apply these skills in a safe learning environment.
Info: To wrap up the skill-building portion of the training, participants will receive ten practical strategies to exceed customer expectations consistently. They will reflect on their own customer service approach and develop a personalized action plan to implement these techniques in their workplace.
Info: The day will conclude with a recap of key lessons and an open discussion to address any remaining questions from the Parking Lot. Participants will reflect on their learning experience, share takeaways, and complete evaluations to reinforce their commitment to delivering excellent customer service in their roles.
Also check out other Workshops in Gresham, Meetups in Gresham.
Tickets for Customer Service Excellence –Wow Your Clients Every Time in Gresham, OR can be booked here.
| Ticket type | Ticket price |
|---|---|
| Early Bird | 631 USD |
| Standard Bird | 748 USD |
