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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
18 December, 2024 See details
Delivery
Virtual Classroom
Length
12 hours
Price
999 CAD
Next course start
18 December, 2024 See details
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

1 start date available

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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