Customer Care Skills Training Course

Why select this training course?

Customers are the soul of a business; most organizations are built with a customer-centric model. They are regarded as an important business stakeholder and must be given the attention and service they deserve. Rcademy presents the Customer Care Skills Training Course to help train professionals and business managers who constantly interact with customers. Certain skill sets are required to effectively attend to customers’ needs and make them feel important as part of the business; this course covers all of these important details.

Why is training important in customer care?

Depending on the style and set-up of the business, there are different ways of connecting with customers. However, a remarkable customer care service distinguishes competitors and brands offering similar services. Customer service helps the customer get easier access to the organization and easily solve any problem. As a result of the importance of effective customer service, organizations need to invest in their customer support team.

The customer support team is expected to have quality training on handling and processing customer requests. When customer support staff are properly trained, they provide better customer service, leading to more patronage and a positive brand image.

What skills are commonly required for customer service?

Among the various skills required by the customer care team, good communication is regarded as one of the highest skills to have. This is because the team requires constant customer engagement to improve operational processes. In most situations, customers require a timely response and an easy-to-understand manner.

In addition to excellent communication skills, a good customer service team should also be able to provide empathy and technical knowledge to customers. Empathy is especially required from the customer service unit when dealing with customers that are unhappy or frustrated with the services provided to them. Also, customer service representatives are expected to have the sufficient technical knowledge to handle inquiries and resolve issues.

The Customer Care Skills Training Course by Rcademy focuses on strengthening organizations to deliver better and more sophisticated results by focusing more on the customers. This requires great emotional connections with customers, including brand storytelling, to further connect customers with the brand.

Who should attend?

The Customer Care Skills Training Course by Rcademy is targeted at helping organizations and business owners to build a stronger customer support system for their brands. The course is recommended for the following set of professionals:

• Customer support staff who are in charge of handling customers’ correspondence and other direct channels of communication
• Customer relationship manager handling policies and protocols that relates to customer care services
• Sales manager responsible for the sales of organizational products or services to boost revenues
• Marketing professionals that promote the purchase of products and services to the target audience
• Start-up founders are looking at attractive ways of inviting and retaining customers
• Entrepreneurs just starting businesses need excellent skills for managing customers to improve their business rating
• The HR manager who oversees the operations of the organization related to relationships between staff and customers
• Any other professional interested in learning about the different ways of Customer Care Skills

What are the course objectives?

At the end of The Customer Care Skills Training Course by Rcademy, the focus of the course objective is to allow participants to:

• Learn the necessary disposition, skills, and knowledge to be a great customer service representative
• Develop an in-depth understanding of consumer behaviors and promptly deliver dynamic service with changing behavior
• Describe the value of a lost client and the significance of measuring and benchmarking service
• Realign their perspective on client complaints and comprehend the prospects in each difficult customer circumstance
• Realize the significance of their involvement in ensuring a pleasant customer experience and the meaning of real customer loyalty
• Comprehend the notion of plus one and the significance of surpassing client expectations in every customer engagement
• Develop a comprehensive comprehension of customer service and its significance to the firm
• Ensure customer retention by improving on all areas of delivering services to give satisfaction
• Identify and capitalize on several possibilities coming from recurring sales, including upselling and cross-selling
• Enhance the company’s brand image through increased customer service

How will this course be presented?

Rcademy prioritizes the use of practical learning methodology to deliver courses. The Customer Care Skills Training Course is taught using similar teaching techniques. Experts and professionals teach the course with years of experience in the customer care sector. Learners are exposed to the nitty-gritty of customer care and relations to ensure optimal services.

Participants can adapt to the course through case studies and scenarios to reinforce the learning experience. The modules of the course are well-curated to cover the essential details.

What are the topics covered in this course?

Module 1: Introduction to Customer Service 

• Overview of customer care
• Identifying customer expectations
• Developing customer centricity
• Forms of customer service
• Analyzing customer base

Module 2: Developing Communication Strategy   

• Overview of communication skills
• Written communication skills
  – Email writing
  – Report writing
  – Live chat
• Verbal communication skills
  – Presentation skills
  – Elevator pitch
  – Telephone conversation
• Non-verbal cues
• Body languages
• Organization communication strategy
• Communication barriers

Module 3: Customer Relationship Management  

• Overview of Customer Relationship
• Customer categorization
• Dealing with diverse customers
• Handling distressed customers
  – Effectively handling complaints
• Customer loyalty
  – Creating strong impressions
  – Improving customer experience

Module 4: Technology and Customer Service    

• Use of technology for customer services
• Customer support system
  – Email
  – Live chats
• Online support
• Automated support

Module 5: Customer Service Techniques  

• Seven diffusing techniques
  – Empathise
  – Apologise
  – Appreciate
  – Assure
  – Confirm
  – Selectively agree
  – Set limits
• Customer service disengagement
• Empowering customers

Module 6: Measuring Customer Service  

• Introduction to customer service measurement
• Service recovery
• Defining Key Performance Indicators (KPIs)
• Customer service metrics
  – Customer satisfaction score (CSAT)
  – Customer effort score (CES)
  – Customer retention rate
  – Resolution rate
  – Customer service abandonment rate

Module 7: Measuring Customer Satisfaction  

• Importance of customer feedback
• Feedback mechanism
• Net promoter score (NPS)
• NPS activity

Module 8: Building Customer Service Team 

• Team leadership
• Team building
  – Teamwork
• Incentives
• Motivating managers

Module 9: Relationship Building    

• Establishing Rapport
• Positive interaction with customers
• Identifying customers’ needs
• Valuing customers
• Maintaining relationships

Module 10: Customer Escalation Management     

• Principles of escalation management
• Listening to the customer
• Routing customers to the right person
• Closing escalation