Handling Service Challenges to Build Customer Confidence
Training Provider: TELE-CENTRE SERVICES PTE LTD
Course Reference: TGS-2025060660
S$330
Original: S$660
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About This Course
Step into the world of exceptional customer service with this beginner-to-intermediate course designed for call-centre professionals! Learn to acquire product knowledge, build strong rapport, perform effective follow-ups, and confidently handle service challenges. Packed with practical strategies and real-world scenarios, this course not only boosts your skills and competencies but also enhances career prospects, helping you excel in your current role and explore opportunities for job reskilling and advancement in the dynamic customer service industry.
What You'll Learn
1. Learners will develop the ability to apply product and service knowledge to support effective customer interactions. They will identify key features of their organisation’s offerings and relate them to various customer profiles, demonstrating how product relevance enhances customer trust. Through scenario-based practice, they will adapt their service responses to different customer types and apply accurate information to improve customer confidence and satisfaction.
2. Learners will demonstrate the skill to build rapport and deliver empathetic, personalised service across voice and digital channels. They will apply techniques such as active listening, emotional cue recognition, and positive language to establish customer trust. By engaging in realistic simulations, learners will manage emotionally charged or complex interactions and adjust their communication styles to suit the service context, reinforcing customer confidence in the organisation.
3. Learners will learn to apply structured post-sales follow-up strategies that promote customer retention and loyalty. They will distinguish between different types of follow-up activities, such as feedback collection, issue resolution, and appreciation gestures, and select appropriate approaches based on customer profiles. Through case scenarios, learners will design follow-up actions, evaluate their outcomes, and reflect on their impact on customer experience.
4. Learners will able to identify service opportunities and respond effectively to escalated service challenges. They will examine common escalation scenarios and apply structured methods to address service breakdowns. Through role plays and critical incident analysis, they will assess customer recovery needs, develop appropriate response strategies, and demonstrate their ability to restore customer trust and protect brand reputation.
2. Learners will demonstrate the skill to build rapport and deliver empathetic, personalised service across voice and digital channels. They will apply techniques such as active listening, emotional cue recognition, and positive language to establish customer trust. By engaging in realistic simulations, learners will manage emotionally charged or complex interactions and adjust their communication styles to suit the service context, reinforcing customer confidence in the organisation.
3. Learners will learn to apply structured post-sales follow-up strategies that promote customer retention and loyalty. They will distinguish between different types of follow-up activities, such as feedback collection, issue resolution, and appreciation gestures, and select appropriate approaches based on customer profiles. Through case scenarios, learners will design follow-up actions, evaluate their outcomes, and reflect on their impact on customer experience.
4. Learners will able to identify service opportunities and respond effectively to escalated service challenges. They will examine common escalation scenarios and apply structured methods to address service breakdowns. Through role plays and critical incident analysis, they will assess customer recovery needs, develop appropriate response strategies, and demonstrate their ability to restore customer trust and protect brand reputation.
Entry Requirements
Age: 18 years and above
Minimum: Secondary school education or equivalent
Language: Basic proficiency in spoken and written English or WPLN Level 3 and above
Course Details
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