Emotional Intelligence and Conflict Handling
Read emotions in yourself and others, stay composed under pressure and resolve workplace conflict without damaging relationships.
For Corporates & Businesses
Customer Service Excellence
Handle customers, complaints and key clients with a clear service standard.
Overview
Handle customers, complaints and key clients with a clear service standard.
Outcomes
What participants leave with
- Show a service mindset in every interaction
- Identify what the customer really needs
- Communicate clearly by phone, in person and in writing
- Handle complaints and difficult customers calmly
- Recover a poor experience and build loyalty
- Care for key clients over the long term
Curriculum
Modules
01The service mindset
Why service matters
02Understanding customer needs
Ask, listen, confirm
03Communicating with customers
Phone, in person, written
04Handling complaints
Calm and structured
05Difficult customers
Control your reaction
06Service recovery and loyalty
Turn a bad day around
07Client care for key accounts
Long-term relationships
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Let us design the program your people need.
A 30-minute discovery call to understand your audience, your goals and how success will be measured.