Customer Service

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Customer Service Skills

Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.


Creating the Customer-Centric Organization

  • Championing Customer Service
  • In-Focused or Customer-Focused: Where Do You Stand?
  • Building a Winning Service Strategy
  • Better Service through Surveys: Questionnaires,
  • Focus Groups, and Interviews
  • Company-Wide Training as a Catalyst for Change

Take It from the Top: Service Management

  • Coaching Service Excellence
  • What You Can Measure, You Can Manage: Service Standards
  • Beyond Employee of the Month: Reward and Recognition
  • It Takes a Team: Problem-Solving with a Twist

Keeping Your Customers: Simple Actions, Significant Payoffs

  • A Wink, a Smile, and a Nod: Body Language
  • It’s Not What You Say, It’s How You Say It: Phone Tone and Etiquette
  • It Takes Two to Tango: Getting in Step with Your Customer
  • Turning Service Excellence into Sales Success: Five Timeless Techniques

Road Blocks: When the Going Gets Rough

  • Saying No: What to Do When You Can’t Say Yes
  • Seeing Red: Dealing with Difficult Customers
  • Taking Initiative: Bouncing Back from Service Blunders
  • The Gift of the Gaffe: Dealing with Customer Complaints

Working in a Wired World: Customer Service on the Web

  • Clicking with Your Customers: Online Content and Commerce
  • Making Your Web Site Shine with Site Design
  • E-Mail Etiquette and Writing: Making the Most of the Medium
  • CRM: Automating the Personal Touch



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