CWS/Providing World-Class Customer Service – How to Win and Keep Customers Forever (9th – 11th July: 3rd – 5th November 2025)
About the Programme
Strong customer service is a valuable asset especially in today’s competitive, high-tech-oriented and increasingly impersonal business world. Gradually products or service portfolio of companies are becoming similar. The single greatest way a company could distinguish itself from the competition therefore is the level of service it offers. The higher the level of service offered by the organization, the more successful it will be in the competitive environment.
The role of the customer service representative is therefore crucial in this aspect because they interact daily with customers and are perceived to be the organization in the customers’ eyes. What is good customer service? How can it go from good to legendary? What are the pitfalls that many people fall into when providing customer service? What is the best way to handle difficult customers?
This participative, information packed three-day training session provides answers to these and other important customer service issues. Through a combination of lectures, group discussion, practical exercises, case studies and video clips and breakout sessions, participants will reinforce their knowledge and skills.
Course Objectives
- To help participants develop, practice and improve their skills in customer service including communication, listening, conflict resolution and team building.
- To enable participants use the power of the internet and associate tools to deliver world class customer service.
- To enable participants recognize and adapt to specific customer behaviour styles.
- To enable participants enhance the use of proven tools and techniques to handle difficult and unhappy customers.
Course Benefits
At the end of the programme participants, will appreciate how delivering excellent customer service increases revenue, attractive employee benefits and reduces personal stress at work.
Course Content
- The Importance of Providing World -Class Customer Service
- Identifying factors that make service outstanding
- Identifying factors that send customers to competitors
- The Importance of a Customer Focused Culture
- The Pillars of a Customer Focused Culture
- Building a Customer Centric Organization
- Teamwork and Managing Customer Expectations
- Identifying the expectations of customers
- Preparing to handle the expectations of customers
- Internal Customer Service and Excellent Customer Service
- Communicating with Clarity and Excellence
- Understanding Different Communication Styles
- Questioning Skills to Identify a Customer’s Expectations -Winning With Words
- Building On Your Listening Skills
- Using Your Body Language to Improve Personal Image
- Positive Customer Care Attitudes
- Appreciating How Emotions Are Created
- Developing Strategies to Remain Optimistic and Calm Under Pressure
- Changing Your Emotional State to Avoid Negative Emotional Carryover
- Developing a Customer-Focused Mindset
- Handling the Telephone to Deliver Excellent Customer Service
- Dealing with Difficult Customers with Diplomacy and Tact
- Recognizing and Responding Effectively to Specific Customer Behaviours
- Listening To an Angry Customer So That They Calm Down
- Remaining Calm During Interactions with Difficult Customers
- Turning An Angry Customer into a Happy Repeat Customer
- Service Recovery Strategies to Promote Customer Retention
- Using Social Media to Enhance Customer Service
- The Role of Social Media in Customer Service
- Various Social Tools and Techniques Used in Serving Customers
- Monitoring Your Brand on Social Media, Blogs, and Other Digital Channels
- Best Practices of World-Class Customer Service Providers
- Personal Action Plans
Duration: Three (3) days
Fees: – Two Thousand Seven Hundred and Fifty Ghana Cedis (GH¢2,750.00.) per participant.
Venue: Dr. Frempong Conference Room,STEPRI
Who Should Attend: Marketing Professionals, Customer Service Representatives, Key Account Managers, Relationship Managers, Field Sales Representatives and Customer Experience Professionals