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Customer Service Skills


The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

Who should Attend?

Office Assistants, Secretaries, People in Customer Service , Front office

Learning Objectives

  • Understanding the Role of a Customer Service Representative
  • Understanding the critical elements of Customer Service
  • Developing Customer Service Skills – Rapport building, Listening, Questioning
  • The role of Communication in Customer service
  • Creating Customer Service Solutions   
  • Knowing What Your Customer Really Wants
  • Developing your Telephone Skills               
  • Working with Difficult Customers  and Handling Objections

Applicational Value

  • Establish links between excellence in customer service and your business practices and policies.
  • Develop the skills and practices that are essential elements of a customer service-focused manager.
  • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage
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