Delighting Customers: Skills for Providing Exceptional Service

Course Methodology

This interactive workshop combines engaging presentations, practical exercises, role-playing scenarios, and group discussions. Participants will gain hands-on experience applying learned concepts to real-world situations, fostering a deeper understanding of effective customer service techniques.

Course Objectives

By the end of the course, participants will be able to:

• Communicate effectively with customers using clear, concise, and professional language
• Develop active listening skills to understand customer needs and concerns
• Apply problem-solving techniques to resolve customer issues efficiently and professionally
• Deliver exceptional service that exceeds customer expectations and builds positive relationships
• Implement feedback mechanisms to improve customer service standards continuously

Target Audience

This workshop is designed for all employees who interact directly with customers, including sales representatives, receptionists, call center agents, and retail staff.

Target Competencies

• Communication (verbal & non-verbal)
• Active Listening
• Empathy and customer focus
• Problem-solving and conflict resolution skills
• De-escalation techniques
• Building customer relationships and loyalty