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Professional Course

Customer Service Excellence for Commercial Business Clients - Role Playing for Business Managers

Length
12 hours
Price
999 CAD
Next course start
13 November, 2024 (+2 start dates)
Delivery
Virtual Classroom
Length
12 hours
Price
999 CAD
Next course start
13 November, 2024 (+2 start dates)
Delivery
Virtual Classroom
This provider usually responds within 48 hours 👍

Course description

Welcome to our "Customer Service Excellence for Commercial Business" course for business managers, a dynamic and interactive learning experience designed to equip professionals with the skills needed to effectively manage and resolve workplace conflicts.

Course Overview: This 12-hour online course is instructor-led and structured to provide a balanced mix of individual practice and group discussion. You will be part of a small cohort of 6-8 students, allowing for personalized attention and an engaging learning environment.

What to Expect:

  • Interactive Learning: The course is built around real-world scenarios that you will tackle individually. These scenarios are designed to reflect common conflict situations in a business setting, allowing you to apply conflict resolution strategies in a practical context.

  • Group Discussions: After each scenario, we will reconvene as a class to discuss your experiences, insights, and solutions. The instructor will guide these discussions, highlighting key learning points and offering expert feedback to deepen your understanding.

  • Instructor Emphasis: The instructor will emphasize critical learning points after each scenario, ensuring that you grasp the essential concepts and techniques for resolving conflicts effectively.

  • Performance Test: At the conclusion of the course, you will undergo a performance test where you will be presented with a series of scenarios to resolve. Your performance will be scored, and you will receive a grade based on your ability to apply the skills learned during the course.

Upcoming start dates

Choose between 2 start dates

13 November, 2024

  • Virtual Classroom
  • Online
  • English

18 December, 2024

  • Virtual Classroom
  • Online
  • English

Who should attend?

Target Audience: Commercial business clients, including managers, team leaders, HR professionals, and employees at all levels.

Training content

Module 1: Foundations of Customer Service Excellence

Duration: 1 hour

  • Objective: Understand the fundamentals of customer service, its importance, and the role it plays in business success.
  • Topics Covered:
    • Defining excellent customer service
    • The impact of customer service on reputation and revenue
    • Key customer service principles
  • Role-Playing Scenarios:
    • Introduction to the fictional characters at Customer Services Co.
    • Basic customer interaction: Greeting a customer and identifying needs.
    • Scenario: Handling a routine inquiry with a friendly, professional attitude.

Module 2: Effective Communication in Customer Service

Duration: 1 hour

  • Objective: Learn the importance of clear and effective communication in customer interactions.
  • Topics Covered:
    • Active listening and empathy
    • Verbal and non-verbal communication techniques
    • Tone and language to diffuse tension
  • Role-Playing Scenarios:
    • Scenario: Helping a customer understand a complex product or service.
    • Scenario: Using positive language to handle a minor customer complaint.
    • Scenario: Recognizing non-verbal cues from frustrated customers.

Module 3: Handling Difficult Customers

Duration: 1 hour

  • Objective: Develop strategies to manage difficult customer interactions with confidence and professionalism.
  • Topics Covered:
    • Identifying different types of difficult customers
    • Techniques for de-escalating conflict
    • Managing emotional responses and staying calm under pressure
  • Role-Playing Scenarios:
    • Scenario: Dealing with an upset customer who feels overcharged.
    • Scenario: A customer expressing frustration with a product defect.
    • Scenario: Managing a customer who is angry and unreasonable.

Module 4: Problem Solving and Resolving Customer Complaints

Duration: 1 hour

  • Objective: Master the art of problem-solving and turn customer complaints into opportunities for improvement.
  • Topics Covered:
    • The complaint resolution process
    • Turning negatives into positives through effective solutions
    • Following up with customers after resolving issues
  • Role-Playing Scenarios:
    • Scenario: Resolving a billing error for an irate customer.
    • Scenario: Offering solutions for a customer dissatisfied with a service.
    • Scenario: Handling follow-up communication after a resolution.

Module 5: Building Customer Relationships and Loyalty

Duration: 1 hour

  • Objective: Learn techniques to foster long-term customer relationships and increase loyalty.
  • Topics Covered:
    • The value of personalized customer service
    • Going the extra mile for repeat customers
    • Techniques for building trust and rapport
  • Role-Playing Scenarios:
    • Scenario: Following up with a long-term customer after a service.
    • Scenario: Handling a special request from a VIP customer.
    • Scenario: Offering personalized recommendations to boost loyalty.

Module 6: Managing Online and Digital Customer Service

Duration: 1 hour

  • Objective: Adapt customer service skills to online and digital channels, ensuring consistency in all interactions.
  • Topics Covered:
    • Best practices for email and chat communication
    • Social media customer service and reputation management
    • Handling customer feedback and reviews online
  • Role-Playing Scenarios:
    • Scenario: Responding to an unhappy customer review on social media.
    • Scenario: Managing a live chat inquiry for technical support.
    • Scenario: Crafting a professional and empathetic email response to a complaint.

Conclusion

  • Performance Test: Participants will engage in a final scenario that incorporates elements from all modules, allowing them to demonstrate their mastery of customer service principles.

This outline balances theory with practical, immersive learning through role-playing, making it highly interactive and relevant for real-world application. 

Certification: Participants who successfully complete the course and final project will receive a certificate in Customer Service Excellence for Commercial Business.

Note: The Course outline may be subject to change.



Course delivery details

The course will be delivered by an experienced instructor, using an Online Learning Management System (LMS) with GPT-powered role-playing scenarios.

Costs

$599 CAD

Certification / Credits

The learner will receive a "BEVA Learning Institute Certificate of Achievement" for completing the course recognized by Government and Industry.

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BEVA Global Management Inc. / BEVA Learning Institute
130 Albert Street, Suite 1902
K1P 5G4 Ottawa Ontario

BEVA Global Management Inc. / BEVA Learning Institute

BEVA Learning Institute is the training department for BEVA Global Management Inc. a.k.a BEVA® a Canadian owned company with more than 25 years of experience through acquisitions. BEVA Learning Institute currently offers more than seven hundred (700) professional courses in...

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