Description
Delivery Mode: Online Learning Management System (LMS) with GPT-powered role-playing scenarios.
Target Audience: Commercial business clients, including managers, team leaders, and HR professionals.
Course Duration: 12 hours containing 6 modules (approximately 1 hour each, plus role-playing scenarios and assessments)
Welcome to our “Customer Service Excellence for Commercial Business” course, a dynamic and interactive learning experience designed to equip professionals with the skills needed to effectively manage and resolve workplace conflicts.
Course Overview: This 12-hour online course is instructor-led and structured to provide a balanced mix of individual practice and group discussion. You will be part of a small cohort of 6-8 students, allowing for personalized attention and an engaging learning environment.
What to Expect:
- Interactive Learning: The course is built around real-world scenarios that you will tackle individually. These scenarios are designed to reflect common conflict situations in a business setting, allowing you to apply conflict resolution strategies in a practical context.
- Group Discussions: After each scenario, we will reconvene as a class to discuss your experiences, insights, and solutions. The instructor will guide these discussions, highlighting key learning points and offering expert feedback to deepen your understanding.
- Instructor Emphasis: The instructor will emphasize critical learning points after each scenario, ensuring that you grasp the essential concepts and techniques for resolving conflicts effectively.
- Performance Test: At the conclusion of the course, you will undergo a performance test where you will be presented with a series of scenarios to resolve. Your performance will be scored, and you will receive a grade based on your ability to apply the skills learned during the course.
Module 1: Foundations of Customer Service Excellence
Duration: 1 hour
- Objective: Understand the fundamentals of customer service, its importance, and the role it plays in business success.
- Topics Covered:
- Defining excellent customer service
- The impact of customer service on reputation and revenue
- Key customer service principles
- Role-Playing Scenarios:
- Introduction to the fictional characters at Customer Services Co.
- Basic customer interaction: Greeting a customer and identifying needs.
- Scenario: Handling a routine inquiry with a friendly, professional attitude.
Module 2: Effective Communication in Customer Service
Duration: 1 hour
- Objective: Learn the importance of clear and effective communication in customer interactions.
- Topics Covered:
- Active listening and empathy
- Verbal and non-verbal communication techniques
- Tone and language to diffuse tension
- Role-Playing Scenarios:
- Scenario: Helping a customer understand a complex product or service.
- Scenario: Using positive language to handle a minor customer complaint.
- Scenario: Recognizing non-verbal cues from frustrated customers.
Module 3: Handling Difficult Customers
Duration: 1 hour
- Objective: Develop strategies to manage difficult customer interactions with confidence and professionalism.
- Topics Covered:
- Identifying different types of difficult customers
- Techniques for de-escalating conflict
- Managing emotional responses and staying calm under pressure
- Role-Playing Scenarios:
- Scenario: Dealing with an upset customer who feels overcharged.
- Scenario: A customer expressing frustration with a product defect.
- Scenario: Managing a customer who is angry and unreasonable.
Module 4: Problem Solving and Resolving Customer Complaints
Duration: 1 hour
- Objective: Master the art of problem-solving and turn customer complaints into opportunities for improvement.
- Topics Covered:
- The complaint resolution process
- Turning negatives into positives through effective solutions
- Following up with customers after resolving issues
- Role-Playing Scenarios:
- Scenario: Resolving a billing error for an irate customer.
- Scenario: Offering solutions for a customer dissatisfied with a service.
- Scenario: Handling follow-up communication after a resolution.
Module 5: Building Customer Relationships and Loyalty
Duration: 1 hour
- Objective: Learn techniques to foster long-term customer relationships and increase loyalty.
- Topics Covered:
- The value of personalized customer service
- Going the extra mile for repeat customers
- Techniques for building trust and rapport
- Role-Playing Scenarios:
- Scenario: Following up with a long-term customer after a service.
- Scenario: Handling a special request from a VIP customer.
- Scenario: Offering personalized recommendations to boost loyalty.
Module 6: Managing Online and Digital Customer Service
Duration: 1 hour
- Objective: Adapt customer service skills to online and digital channels, ensuring consistency in all interactions.
- Topics Covered:
- Best practices for email and chat communication
- Social media customer service and reputation management
- Handling customer feedback and reviews online
- Role-Playing Scenarios:
- Scenario: Responding to an unhappy customer review on social media.
- Scenario: Managing a live chat inquiry for technical support.
- Scenario: Crafting a professional and empathetic email response to a complaint.
Conclusion
- Performance Test: Participants will engage in a final scenario that incorporates elements from all modules, allowing them to demonstrate their mastery of customer service principles.
This outline balances theory with practical, immersive learning through role-playing, making it highly interactive and relevant for real-world application.
Certification: Participants who successfully complete the course and final project will receive a certificate in Customer Service Excellence for Commercial Business.
Note: The Course outline may be subject to change.
