Customer Service Excellence

Week 1: Introduction to Customer Service

• Importance of exceptional customer service
• Key customer service skills and attributes
• Building a customer-centric mindset

Week 2-3: Effective Communication with Customers

• Active listening and understanding customer needs
• Handling customer inquiries and complaints
• Written communication skills for customer service

Week 4-5: Service Recovery and Problem-Solving

• Strategies for service recovery
• Problem-solving techniques in customer service
• Role-playing scenarios for practical application

Week 6-7: Building Customer Relationships

• Creating memorable customer experiences
• Customer relationship management (CRM)
• Loyalty programs and customer retention strategies

Week 8-9: Cross-Cultural Customer Service

• Recognizing and respecting cultural differences
• Communicating effectively with a diverse customer base
• Case studies on successful cross-cultural customer service

Week 10: Continuous Improvement in Customer Service

• Customer feedback and satisfaction measurement
• Implementing continuous improvement strategies

Final project: Customer service improvement plan

Assessment:

• Customer service scenario role-plays
• Written assessments on communication and problem-solving
• Final project presentation