Exceptional Customer Service Training

Exceptional Customer Service Training Outline

Module 1: What is Customer Service? 

• What Constitutes Great Customer Service? 

• Importance of Customer Service 

• Customer Service Skills 

• Methods of Communication 
   

Module 2: Communication Barriers 

• Introduction 

• Types of Barriers 

  • Language 

  • Psychological 

  • Physical 

  • Attitudinal 

  • Cultural 

  • Environmental 

• Delivering Effective Customer Service 

• Questions and Answers 

• Meet Customer Expectations 
   

Module 3: Handling Difficult Customers 

• Types of Difficult Customers 

• How to Deal with Difficult Customers? 

• Solving the Problem 
   

Module 4: Assertiveness Techniques 

• Assertiveness Techniques 

• Structure Communication with Customers 

• Dealing with Difficult Situations 

• Handling Emotional Calls 
   

Module 5: Neuro-Linguistic Programming 

• Introduction of Neuro-Linguistic Programming 

• Examples of NLP 

  • Generic 

  • Visual 

  • Auditory 

  • Kinaesthetic 
     

Module 6: Body Language 

• Introduction to Body Language 

• Types of Body Language 

• Facial Expression 

  • Body Posture 

  • Gestures 

  • Handshakes 

• Body Language and Professional Working 

• Body Language in Team Collaboration 

What You’ll Learn in this Course

This course takes you from understanding customer needs to delivering exceptional service that builds loyalty. Each stage strengthens your ability to communicate effectively and handle challenging situations professionally. 
 

• Learn the fundamentals of customer interaction and communication 

• Learn how to apply empathy and active listening in conversations 

• Learn to resolve complaints with professionalism and confidence 

• Learn how to manage customer expectations and maintain satisfaction 

• Learn to adapt service approaches for diverse customer types 

• Learn how exceptional service enhances loyalty and brand value