Customer Experience Training: The Fundamentals

Effective communication, effective listening, problem-solving, handling difficult situations, with an emphasis on the importance of customer-centric approach, practical strategies for improving customer satisfaction.

Course Outline

• The 7 core values of Customer Service
• Organisational Values
• Building Rapport
• Focus on what you CAN do for the Customer.
• The art of real listening
• The most important parts of Telephone Customer Service
• Empathy - putting yourself in their shoes.
• Ensuring the customer has all they need before ending the conversation

Session Information

• Course duration: 3 hours

What you need to know

• We will use Zoom as the platform.
• Each participant will need a microphone and a webcam.
• Each participant will receive an email with a link to each session prior to the training date.
• We recommend you log in ten minutes before the training session starts to ensure that you can hear and see everything.

For any questions, please contact service@algim.org.nz