Providing Outstanding Customer Service

New Horizons Computer Learning Centers
Training overview
2 days
Next start date: Contact for info. - Online

Course description

This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

Course Outline

Customer Service – A Baseline

  • Recognizing Your Customers
  • Understanding Your Role in Customer Service

Developing A Customer Service Mind-Set

  • Leveraging Your First Impression
  • Feeling Positively About Customers
  • Mastering Moods and Emotions

Identifying Customer Needs

  • Understanding the Customer’s Situation
  • Avoiding Assumption and Prejudgment
  • Meeting Basic Needs
  • Seeking to Exceeding Expectations
  • Building Repeat Relationships

Connecting with the Customer

  • Achieving Authenticity through Body Language
  • Responding Effectively to Problems
  • Mastering Online Etiquette
  • Seeking Customer Feedback

Dealing with Difficult Situations

  • Effectively Addressing Complaints
  • De-escalating Anger
  • Establishing Common Ground
  • Remaining Calm, Respectful and Objective

Effectively Addressing Complaints

  • Creating a Memorable Customer Experience

Course Objectives

After completing this course, students will be able to:
- Define customer service in relation to both internal and external customers
- Recognize how your attitude affects customer service
- Identify your customers’ needs
- Generate repeat business with outstanding customer service
- Build goodwill through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal effectively with difficult situations

Who should attend?

Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customers.

About New Horizons Computer Learning Centers

New Horizons Computer Learning Centers - Find Training

Premier Provider of Computer Courses and Certifications

New Horizons Computer Learning Centres provide high quality, flexible and intuitive training that is always delivered by award-winning instructors and uses the best resources available. New Horizons is the world’s largest independent IT training company, that has provided industry-leading technical training for...


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New Horizons offer an extensive array of the vendor-authorized training and certifications that are in highest demand—including Microsoft, Cisco, CompTIA and VMware. They are the Worl'ds Largest IT Training provider delivering courses at more than 300 centers.

Contact info

New Horizons Computer Learning Centers

1500 NW Bethany Blvd, Suite # 285
97006 Beaverton

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